{"id": "gtb_cs_00001", "timestamp": "2023-12-15T07:10:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_00002", "timestamp": "2024-09-18T01:14:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00003", "timestamp": "2024-04-22T21:41:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00004", "timestamp": "2023-10-02T16:12:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00005", "timestamp": "2025-06-01T21:41:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00006", "timestamp": "2024-02-17T04:25:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00007", "timestamp": "2022-11-22T20:07:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9883089040). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00008", "timestamp": "2023-09-09T21:46:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00009", "timestamp": "2022-04-02T11:55:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8026219547", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8026219547) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00010", "timestamp": "2022-06-07T18:50:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00011", "timestamp": "2023-04-30T09:59:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00012", "timestamp": "2022-06-16T12:08:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0495058008) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00013", "timestamp": "2023-11-27T05:21:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00014", "timestamp": "2024-05-31T03:28:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00015", "timestamp": "2025-11-23T22:51:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00016", "timestamp": "2025-06-05T20:16:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00017", "timestamp": "2025-04-14T04:50:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00018", "timestamp": "2024-03-24T00:15:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3568308259). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00019", "timestamp": "2024-01-12T22:23:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00020", "timestamp": "2024-05-11T03:47:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00021", "timestamp": "2024-04-06T14:06:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00022", "timestamp": "2023-12-12T15:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00023", "timestamp": "2025-07-22T19:37:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00024", "timestamp": "2025-01-20T16:06:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00025", "timestamp": "2025-11-23T01:42:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00026", "timestamp": "2025-01-09T05:16:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00027", "timestamp": "2023-11-26T19:30:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00028", "timestamp": "2022-10-24T19:25:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00029", "timestamp": "2025-06-22T10:45:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00030", "timestamp": "2024-08-04T16:08:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX1273872090", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00031", "timestamp": "2023-10-08T10:42:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00032", "timestamp": "2025-11-11T07:56:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00033", "timestamp": "2025-09-29T05:13:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00034", "timestamp": "2025-08-05T05:14:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00035", "timestamp": "2025-08-05T04:29:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00036", "timestamp": "2022-06-23T17:00:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00037", "timestamp": "2022-03-02T10:12:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00038", "timestamp": "2025-04-14T00:04:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00039", "timestamp": "2022-05-31T07:55:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00040", "timestamp": "2024-03-07T09:47:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00041", "timestamp": "2024-10-02T05:54:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00042", "timestamp": "2022-10-20T07:59:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8454746149", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8454746149) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00043", "timestamp": "2022-04-15T13:31:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00044", "timestamp": "2023-03-01T00:03:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00045", "timestamp": "2022-08-04T03:19:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00046", "timestamp": "2025-12-17T19:45:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00047", "timestamp": "2024-08-09T15:19:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00048", "timestamp": "2022-09-21T00:37:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00049", "timestamp": "2022-12-06T20:14:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00050", "timestamp": "2023-09-25T20:15:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00051", "timestamp": "2023-01-02T18:43:00", "year": 2023, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7285582775) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00052", "timestamp": "2024-08-01T01:15:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00053", "timestamp": "2022-11-11T11:04:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00054", "timestamp": "2025-06-06T16:04:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00055", "timestamp": "2024-08-18T03:55:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00056", "timestamp": "2025-06-03T21:07:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00057", "timestamp": "2022-09-25T06:19:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00058", "timestamp": "2023-09-20T21:21:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00059", "timestamp": "2025-06-08T08:58:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00060", "timestamp": "2024-08-03T22:56:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00061", "timestamp": "2023-03-07T04:16:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00062", "timestamp": "2024-06-01T00:40:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00063", "timestamp": "2025-12-31T08:06:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00064", "timestamp": "2024-09-01T17:41:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0062769835). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00065", "timestamp": "2023-01-08T05:25:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00066", "timestamp": "2024-09-07T21:32:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00067", "timestamp": "2023-07-20T02:42:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00068", "timestamp": "2024-03-05T13:29:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00069", "timestamp": "2023-03-02T09:35:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_00070", "timestamp": "2025-08-24T10:33:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0845657203", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0845657203) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00071", "timestamp": "2025-01-31T20:57:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00072", "timestamp": "2022-04-18T17:21:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00073", "timestamp": "2025-07-04T19:49:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00074", "timestamp": "2023-05-01T09:18:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00075", "timestamp": "2023-11-19T09:16:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7335669375", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7335669375) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00076", "timestamp": "2025-12-24T13:42:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00077", "timestamp": "2024-04-25T17:47:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00078", "timestamp": "2022-07-11T12:07:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00079", "timestamp": "2022-12-28T15:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00080", "timestamp": "2022-04-30T23:41:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00081", "timestamp": "2023-04-06T10:37:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00082", "timestamp": "2022-10-09T23:37:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00083", "timestamp": "2023-12-03T04:09:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00084", "timestamp": "2022-08-03T04:14:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00085", "timestamp": "2024-08-28T01:13:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8518193368", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8518193368) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00086", "timestamp": "2022-03-19T14:46:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_00087", "timestamp": "2025-05-04T18:51:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00088", "timestamp": "2025-11-11T06:38:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00089", "timestamp": "2024-04-26T00:06:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00090", "timestamp": "2025-04-18T19:51:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00091", "timestamp": "2023-05-25T21:54:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00092", "timestamp": "2024-03-05T16:41:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00093", "timestamp": "2025-10-22T16:27:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00094", "timestamp": "2024-05-09T08:37:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00095", "timestamp": "2022-06-29T21:12:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00096", "timestamp": "2024-06-16T14:36:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7387503099) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00097", "timestamp": "2025-01-04T12:54:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00098", "timestamp": "2025-09-03T16:02:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00099", "timestamp": "2023-11-14T13:30:00", "year": 2023, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5771929557) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00100", "timestamp": "2023-05-26T02:41:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00101", "timestamp": "2025-04-28T04:00:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5122698071) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00102", "timestamp": "2024-06-02T02:22:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00103", "timestamp": "2025-12-19T10:12:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00104", "timestamp": "2025-12-25T07:42:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00105", "timestamp": "2022-01-19T14:15:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00106", "timestamp": "2024-04-15T00:58:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00107", "timestamp": "2022-04-03T06:54:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00108", "timestamp": "2024-03-27T15:29:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00109", "timestamp": "2022-08-17T10:29:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00110", "timestamp": "2022-09-07T14:27:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00111", "timestamp": "2025-07-31T08:26:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00112", "timestamp": "2025-12-07T07:51:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00113", "timestamp": "2025-06-08T06:15:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00114", "timestamp": "2023-06-09T01:49:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00115", "timestamp": "2025-01-03T01:34:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00116", "timestamp": "2024-08-23T20:17:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9402555543) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00117", "timestamp": "2023-02-17T15:48:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00118", "timestamp": "2024-08-22T01:51:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00119", "timestamp": "2023-06-29T13:26:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00120", "timestamp": "2024-06-08T11:36:00", "year": 2024, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX1313554459", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1313554459). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00121", "timestamp": "2024-11-11T18:39:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00122", "timestamp": "2025-12-13T16:54:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00123", "timestamp": "2023-11-22T03:43:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00124", "timestamp": "2023-01-30T22:21:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00125", "timestamp": "2022-09-29T03:47:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00126", "timestamp": "2024-07-29T09:54:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00127", "timestamp": "2024-05-29T05:55:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00128", "timestamp": "2023-10-21T19:53:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00129", "timestamp": "2022-07-19T06:19:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00130", "timestamp": "2023-12-23T17:31:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00131", "timestamp": "2023-12-04T04:50:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00132", "timestamp": "2022-06-26T03:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00133", "timestamp": "2023-11-27T01:57:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00134", "timestamp": "2024-02-22T19:59:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00135", "timestamp": "2023-10-28T06:37:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00136", "timestamp": "2022-12-14T18:43:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00137", "timestamp": "2025-12-08T00:24:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00138", "timestamp": "2025-05-07T19:15:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00139", "timestamp": "2023-11-21T15:32:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00140", "timestamp": "2024-11-09T14:06:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9232116860). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00141", "timestamp": "2022-04-01T12:47:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00142", "timestamp": "2023-07-30T23:45:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00143", "timestamp": "2024-03-11T22:37:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00144", "timestamp": "2024-09-29T01:43:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00145", "timestamp": "2024-10-30T10:38:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9912373573", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9912373573) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00146", "timestamp": "2022-06-13T14:25:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00147", "timestamp": "2025-02-26T06:08:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00148", "timestamp": "2023-01-06T22:17:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00149", "timestamp": "2022-09-16T10:23:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00150", "timestamp": "2022-10-23T10:22:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00151", "timestamp": "2022-04-01T06:34:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00152", "timestamp": "2024-11-16T23:46:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00153", "timestamp": "2025-01-16T00:57:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00154", "timestamp": "2025-10-19T05:08:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00155", "timestamp": "2023-08-12T03:10:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00156", "timestamp": "2023-03-08T15:54:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00157", "timestamp": "2022-04-23T23:05:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00158", "timestamp": "2022-09-18T01:36:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00159", "timestamp": "2022-05-28T06:20:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00160", "timestamp": "2023-04-20T12:03:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00161", "timestamp": "2024-03-13T02:21:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00162", "timestamp": "2024-03-17T11:39:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00163", "timestamp": "2022-04-13T20:58:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00164", "timestamp": "2022-09-18T02:30:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00165", "timestamp": "2023-03-16T04:10:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00166", "timestamp": "2025-11-26T23:55:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00167", "timestamp": "2022-10-27T03:49:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00168", "timestamp": "2023-09-08T03:16:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00169", "timestamp": "2024-01-07T03:41:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00170", "timestamp": "2024-11-08T12:32:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00171", "timestamp": "2025-08-23T09:13:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00172", "timestamp": "2022-09-28T17:46:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00173", "timestamp": "2024-11-10T11:52:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00174", "timestamp": "2025-11-04T17:19:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00175", "timestamp": "2025-01-07T20:41:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4248484146) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00176", "timestamp": "2025-08-21T19:14:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00177", "timestamp": "2025-12-05T06:48:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00178", "timestamp": "2025-12-23T22:38:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00179", "timestamp": "2024-05-06T20:13:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00180", "timestamp": "2024-07-28T00:05:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00181", "timestamp": "2024-04-14T19:52:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00182", "timestamp": "2024-06-29T16:05:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00183", "timestamp": "2025-01-03T16:04:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00184", "timestamp": "2023-06-20T13:22:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5715438632). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00185", "timestamp": "2022-04-27T03:37:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00186", "timestamp": "2022-01-22T08:26:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00187", "timestamp": "2023-06-03T10:33:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00188", "timestamp": "2022-09-09T23:09:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00189", "timestamp": "2022-01-15T15:36:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00190", "timestamp": "2025-09-05T12:46:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00191", "timestamp": "2024-11-27T15:56:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00192", "timestamp": "2024-03-28T08:28:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00193", "timestamp": "2023-10-13T10:15:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00194", "timestamp": "2023-09-30T08:33:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00195", "timestamp": "2024-11-30T00:05:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00196", "timestamp": "2023-04-04T08:04:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00197", "timestamp": "2023-03-04T18:36:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00198", "timestamp": "2024-02-10T11:20:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00199", "timestamp": "2023-01-15T14:38:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00200", "timestamp": "2025-10-21T18:35:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00201", "timestamp": "2024-01-09T18:12:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_00202", "timestamp": "2023-11-01T06:10:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00203", "timestamp": "2024-12-16T03:15:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00204", "timestamp": "2023-05-09T15:42:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00205", "timestamp": "2023-07-21T14:17:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00206", "timestamp": "2022-03-21T15:57:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00207", "timestamp": "2024-10-26T18:05:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00208", "timestamp": "2022-05-04T02:24:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00209", "timestamp": "2025-08-24T16:19:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00210", "timestamp": "2023-09-06T05:17:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00211", "timestamp": "2025-12-26T04:25:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00212", "timestamp": "2024-11-15T11:15:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00213", "timestamp": "2025-09-12T18:37:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00214", "timestamp": "2025-08-04T13:27:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00215", "timestamp": "2022-09-03T13:47:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00216", "timestamp": "2024-06-20T22:53:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00217", "timestamp": "2024-05-03T04:46:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00218", "timestamp": "2025-04-17T16:04:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00219", "timestamp": "2023-03-15T21:33:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00220", "timestamp": "2022-02-06T17:53:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00221", "timestamp": "2023-08-02T19:47:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00222", "timestamp": "2025-12-27T02:53:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00223", "timestamp": "2024-01-01T04:56:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00224", "timestamp": "2025-08-15T14:25:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00225", "timestamp": "2022-11-18T18:00:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00226", "timestamp": "2022-08-21T21:23:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00227", "timestamp": "2023-07-06T20:14:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00228", "timestamp": "2025-07-14T08:47:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9959846832). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00229", "timestamp": "2024-04-08T14:44:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00230", "timestamp": "2023-12-29T18:15:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00231", "timestamp": "2024-10-10T10:05:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00232", "timestamp": "2025-02-18T08:29:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00233", "timestamp": "2025-11-21T23:57:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00234", "timestamp": "2024-06-06T20:22:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00235", "timestamp": "2024-06-07T17:17:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00236", "timestamp": "2024-04-07T05:59:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00237", "timestamp": "2023-06-27T23:31:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1957093470). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00238", "timestamp": "2024-03-27T02:58:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00239", "timestamp": "2023-08-13T06:30:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00240", "timestamp": "2025-07-14T08:15:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00241", "timestamp": "2023-01-26T13:20:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00242", "timestamp": "2025-11-28T01:29:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00243", "timestamp": "2025-02-02T09:04:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00244", "timestamp": "2025-02-18T21:21:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00245", "timestamp": "2023-04-11T17:47:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00246", "timestamp": "2024-01-08T05:44:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00247", "timestamp": "2022-06-10T09:14:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6086829041", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6086829041) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00248", "timestamp": "2024-12-09T12:52:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00249", "timestamp": "2025-05-28T21:12:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00250", "timestamp": "2023-08-27T21:28:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00251", "timestamp": "2023-05-27T13:21:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00252", "timestamp": "2024-10-26T22:07:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00253", "timestamp": "2024-05-31T11:16:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00254", "timestamp": "2025-08-31T00:10:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00255", "timestamp": "2024-03-16T19:12:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00256", "timestamp": "2024-09-13T15:33:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00257", "timestamp": "2022-09-28T15:18:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00258", "timestamp": "2022-07-10T09:21:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00259", "timestamp": "2023-04-09T04:19:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00260", "timestamp": "2025-07-20T18:52:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1901873460). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00261", "timestamp": "2023-07-24T22:05:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00262", "timestamp": "2022-11-16T12:28:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00263", "timestamp": "2022-07-28T23:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00264", "timestamp": "2023-06-26T03:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00265", "timestamp": "2022-09-15T14:50:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00266", "timestamp": "2023-05-03T21:40:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00267", "timestamp": "2024-03-29T09:21:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00268", "timestamp": "2023-11-25T01:43:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00269", "timestamp": "2022-02-04T13:17:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00270", "timestamp": "2023-07-22T18:17:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00271", "timestamp": "2022-12-21T17:44:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7181685986) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00272", "timestamp": "2022-08-04T12:46:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2039281092). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00273", "timestamp": "2022-10-28T20:17:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00274", "timestamp": "2022-07-24T04:19:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00275", "timestamp": "2023-05-30T10:30:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00276", "timestamp": "2024-06-15T07:56:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00277", "timestamp": "2025-11-25T00:13:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6490711037) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00278", "timestamp": "2024-09-09T13:59:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00279", "timestamp": "2023-04-26T14:45:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00280", "timestamp": "2025-08-04T22:34:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00281", "timestamp": "2024-03-16T03:37:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00282", "timestamp": "2023-04-06T08:11:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7418753163) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00283", "timestamp": "2025-10-03T20:36:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00284", "timestamp": "2025-09-17T23:12:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00285", "timestamp": "2023-12-20T10:22:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00286", "timestamp": "2022-08-31T00:31:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00287", "timestamp": "2022-01-04T23:19:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00288", "timestamp": "2024-11-30T20:39:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4036757135", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4036757135) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00289", "timestamp": "2024-12-21T21:34:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00290", "timestamp": "2023-04-25T21:59:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00291", "timestamp": "2025-04-14T03:20:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00292", "timestamp": "2025-08-20T23:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00293", "timestamp": "2024-07-12T03:58:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00294", "timestamp": "2025-07-11T17:25:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00295", "timestamp": "2025-02-22T20:12:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00296", "timestamp": "2025-07-12T21:17:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00297", "timestamp": "2023-02-03T19:53:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00298", "timestamp": "2025-12-03T17:21:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00299", "timestamp": "2023-03-02T15:43:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00300", "timestamp": "2024-03-01T16:21:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00301", "timestamp": "2022-12-06T12:31:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00302", "timestamp": "2023-01-15T06:54:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00303", "timestamp": "2023-08-22T06:35:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00304", "timestamp": "2022-01-13T14:36:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00305", "timestamp": "2022-11-18T07:39:00", "year": 2022, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX5432704347", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00306", "timestamp": "2023-06-07T05:47:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00307", "timestamp": "2025-12-24T18:19:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_00308", "timestamp": "2023-01-28T01:48:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00309", "timestamp": "2022-02-21T11:14:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00310", "timestamp": "2025-09-30T10:41:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00311", "timestamp": "2025-06-01T01:43:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3336265903). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00312", "timestamp": "2022-03-06T18:26:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00313", "timestamp": "2022-05-19T10:40:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00314", "timestamp": "2023-08-06T18:23:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00315", "timestamp": "2024-11-27T00:38:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4277848968) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00316", "timestamp": "2023-07-13T23:54:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00317", "timestamp": "2022-07-05T04:40:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00318", "timestamp": "2023-11-19T05:16:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00319", "timestamp": "2024-06-16T14:44:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00320", "timestamp": "2024-05-26T09:36:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00321", "timestamp": "2024-01-31T03:07:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00322", "timestamp": "2023-12-29T00:33:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00323", "timestamp": "2023-10-16T20:47:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00324", "timestamp": "2025-08-14T12:28:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00325", "timestamp": "2022-03-25T19:23:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00326", "timestamp": "2022-06-01T18:56:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00327", "timestamp": "2025-12-06T12:00:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00328", "timestamp": "2024-07-08T02:02:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7495964101). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00329", "timestamp": "2025-08-26T07:43:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00330", "timestamp": "2022-10-02T16:24:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00331", "timestamp": "2024-08-04T09:14:00", "year": 2024, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX9997188277", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00332", "timestamp": "2023-08-30T11:49:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00333", "timestamp": "2025-10-19T17:32:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00334", "timestamp": "2022-08-19T15:18:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00335", "timestamp": "2022-02-17T09:15:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00336", "timestamp": "2025-06-17T12:44:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00337", "timestamp": "2022-02-16T06:27:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00338", "timestamp": "2025-11-13T19:13:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00339", "timestamp": "2022-02-25T09:34:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00340", "timestamp": "2025-09-26T12:14:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00341", "timestamp": "2022-10-21T21:40:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00342", "timestamp": "2025-11-17T15:23:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00343", "timestamp": "2023-05-02T13:22:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6891245706) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00344", "timestamp": "2023-05-14T20:04:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00345", "timestamp": "2024-07-05T22:26:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00346", "timestamp": "2024-03-25T22:05:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9614686643). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00347", "timestamp": "2024-04-06T23:59:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00348", "timestamp": "2022-12-30T08:38:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00349", "timestamp": "2022-11-03T11:53:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00350", "timestamp": "2025-05-18T07:21:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00351", "timestamp": "2022-11-18T09:03:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00352", "timestamp": "2022-07-16T19:06:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00353", "timestamp": "2025-02-01T21:41:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00354", "timestamp": "2025-10-17T23:19:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5065922885) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00355", "timestamp": "2025-04-23T14:09:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0530952171). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00356", "timestamp": "2022-10-15T14:43:00", "year": 2022, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3433812754) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00357", "timestamp": "2022-03-26T04:42:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00358", "timestamp": "2025-08-08T19:03:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00359", "timestamp": "2024-05-25T16:08:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00360", "timestamp": "2022-02-16T05:42:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00361", "timestamp": "2025-01-31T11:51:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00362", "timestamp": "2022-04-18T04:13:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00363", "timestamp": "2024-03-10T00:54:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00364", "timestamp": "2023-10-17T01:03:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00365", "timestamp": "2022-03-23T04:26:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00366", "timestamp": "2022-09-07T03:18:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00367", "timestamp": "2023-11-10T23:42:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00368", "timestamp": "2024-01-17T11:41:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00369", "timestamp": "2023-02-26T04:17:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00370", "timestamp": "2022-11-02T09:23:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00371", "timestamp": "2022-03-29T10:22:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00372", "timestamp": "2022-10-22T17:42:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00373", "timestamp": "2024-12-26T02:20:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00374", "timestamp": "2024-12-26T03:05:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00375", "timestamp": "2025-05-22T23:15:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00376", "timestamp": "2024-03-06T05:26:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00377", "timestamp": "2023-12-30T05:55:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX3862799779", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00378", "timestamp": "2025-03-03T19:38:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00379", "timestamp": "2024-06-09T01:01:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00380", "timestamp": "2022-07-05T13:35:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00381", "timestamp": "2024-04-27T21:45:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00382", "timestamp": "2023-04-08T11:36:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00383", "timestamp": "2024-10-07T01:48:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00384", "timestamp": "2022-07-14T09:44:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00385", "timestamp": "2025-09-07T09:25:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00386", "timestamp": "2023-06-01T05:44:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00387", "timestamp": "2025-07-17T04:55:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00388", "timestamp": "2024-08-10T20:50:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3669342130) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00389", "timestamp": "2022-05-08T23:33:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00390", "timestamp": "2025-11-05T07:21:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00391", "timestamp": "2025-12-23T15:30:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2120959732", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2120959732) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00392", "timestamp": "2023-12-25T08:05:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00393", "timestamp": "2025-05-26T12:19:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00394", "timestamp": "2023-03-31T00:41:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00395", "timestamp": "2025-09-28T19:32:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00396", "timestamp": "2024-01-14T11:51:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00397", "timestamp": "2024-01-11T16:01:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00398", "timestamp": "2025-04-13T21:33:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00399", "timestamp": "2024-04-19T20:26:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00400", "timestamp": "2022-09-07T15:21:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00401", "timestamp": "2025-06-04T20:59:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00402", "timestamp": "2023-12-25T22:02:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00403", "timestamp": "2025-10-18T19:20:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00404", "timestamp": "2025-11-05T10:01:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00405", "timestamp": "2023-10-14T21:11:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00406", "timestamp": "2022-12-05T04:24:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00407", "timestamp": "2023-09-30T14:30:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX4461687539", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00408", "timestamp": "2023-10-18T13:39:00", "year": 2023, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX7081439689", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7081439689). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00409", "timestamp": "2024-04-02T10:40:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00410", "timestamp": "2023-07-24T21:16:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00411", "timestamp": "2023-12-15T14:48:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00412", "timestamp": "2022-08-29T16:44:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00413", "timestamp": "2025-03-26T14:39:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00414", "timestamp": "2022-04-25T00:18:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00415", "timestamp": "2024-06-30T11:48:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00416", "timestamp": "2024-01-30T06:27:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00417", "timestamp": "2025-06-17T00:44:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00418", "timestamp": "2022-12-26T17:31:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00419", "timestamp": "2024-01-25T13:40:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00420", "timestamp": "2023-10-29T07:46:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00421", "timestamp": "2025-03-27T00:30:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00422", "timestamp": "2023-01-24T07:39:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00423", "timestamp": "2022-04-14T04:40:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00424", "timestamp": "2025-11-20T16:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00425", "timestamp": "2022-11-19T08:05:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00426", "timestamp": "2022-03-03T14:38:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00427", "timestamp": "2024-02-07T14:07:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00428", "timestamp": "2025-05-26T16:44:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00429", "timestamp": "2023-12-21T08:21:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00430", "timestamp": "2024-12-18T08:11:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00431", "timestamp": "2023-08-12T08:45:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00432", "timestamp": "2023-01-11T13:09:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00433", "timestamp": "2023-09-27T09:51:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00434", "timestamp": "2024-02-27T16:45:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00435", "timestamp": "2024-11-01T10:04:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2919597717) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00436", "timestamp": "2023-03-30T08:07:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00437", "timestamp": "2022-07-29T20:34:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00438", "timestamp": "2024-09-12T15:10:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00439", "timestamp": "2023-02-18T02:59:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_00440", "timestamp": "2022-12-11T17:19:00", "year": 2022, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00441", "timestamp": "2022-01-07T08:18:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00442", "timestamp": "2025-12-10T11:32:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00443", "timestamp": "2022-01-09T08:21:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00444", "timestamp": "2022-12-08T11:22:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00445", "timestamp": "2023-03-13T01:59:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00446", "timestamp": "2025-08-16T05:37:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00447", "timestamp": "2025-09-26T10:03:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00448", "timestamp": "2024-06-19T09:03:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00449", "timestamp": "2023-01-13T05:53:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00450", "timestamp": "2023-04-15T02:00:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00451", "timestamp": "2022-10-11T17:10:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00452", "timestamp": "2024-01-16T17:32:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00453", "timestamp": "2025-08-03T23:43:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00454", "timestamp": "2025-09-26T13:44:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00455", "timestamp": "2023-03-30T15:05:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00456", "timestamp": "2022-07-21T17:33:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00457", "timestamp": "2025-06-26T05:24:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00458", "timestamp": "2024-02-05T11:14:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX5048149029", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00459", "timestamp": "2022-02-17T03:51:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00460", "timestamp": "2025-01-16T09:12:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00461", "timestamp": "2024-04-24T09:47:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00462", "timestamp": "2024-06-14T08:35:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00463", "timestamp": "2022-05-31T05:46:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00464", "timestamp": "2022-09-29T15:43:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0071659507", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0071659507). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00465", "timestamp": "2025-01-06T07:35:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00466", "timestamp": "2022-10-21T05:27:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00467", "timestamp": "2025-11-10T11:49:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_00468", "timestamp": "2024-02-19T09:56:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00469", "timestamp": "2025-06-16T13:51:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00470", "timestamp": "2025-03-06T03:39:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00471", "timestamp": "2025-01-28T02:45:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00472", "timestamp": "2025-05-11T22:37:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00473", "timestamp": "2022-07-22T07:11:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4843330740). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00474", "timestamp": "2022-01-31T06:44:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00475", "timestamp": "2025-01-10T12:55:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00476", "timestamp": "2023-10-20T18:41:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00477", "timestamp": "2024-09-18T15:11:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00478", "timestamp": "2025-05-17T08:24:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00479", "timestamp": "2023-03-15T17:06:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00480", "timestamp": "2022-12-02T12:13:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00481", "timestamp": "2022-01-10T01:11:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00482", "timestamp": "2022-01-29T08:26:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00483", "timestamp": "2024-01-20T13:20:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00484", "timestamp": "2023-12-13T18:32:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00485", "timestamp": "2023-07-10T01:59:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00486", "timestamp": "2024-04-19T14:49:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00487", "timestamp": "2023-02-20T11:33:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00488", "timestamp": "2023-12-30T05:41:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00489", "timestamp": "2025-05-09T19:28:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00490", "timestamp": "2022-06-08T07:04:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00491", "timestamp": "2024-05-26T09:53:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00492", "timestamp": "2025-03-24T08:36:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4128264611", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4128264611) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00493", "timestamp": "2024-04-23T01:57:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00494", "timestamp": "2025-09-24T21:04:00", "year": 2025, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8401582955) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00495", "timestamp": "2024-03-21T17:23:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00496", "timestamp": "2022-03-27T23:43:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00497", "timestamp": "2025-07-10T01:04:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00498", "timestamp": "2022-10-08T05:17:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00499", "timestamp": "2022-07-15T14:27:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00500", "timestamp": "2023-12-05T02:58:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00501", "timestamp": "2022-07-01T13:04:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00502", "timestamp": "2024-10-17T04:47:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4389007858) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00503", "timestamp": "2023-02-06T06:51:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00504", "timestamp": "2023-06-11T00:23:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2368913660", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2368913660) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00505", "timestamp": "2024-02-19T06:04:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00506", "timestamp": "2025-08-14T16:19:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00507", "timestamp": "2022-06-02T05:12:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00508", "timestamp": "2025-09-12T01:10:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00509", "timestamp": "2024-11-19T12:18:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2267036884) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00510", "timestamp": "2024-03-16T04:57:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00511", "timestamp": "2022-05-03T04:54:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00512", "timestamp": "2024-12-17T15:54:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00513", "timestamp": "2022-11-06T10:09:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00514", "timestamp": "2025-10-07T18:12:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00515", "timestamp": "2024-11-21T06:23:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00516", "timestamp": "2023-03-09T05:48:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00517", "timestamp": "2025-05-15T05:00:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00518", "timestamp": "2023-06-19T08:08:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00519", "timestamp": "2024-04-10T20:55:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3311879255) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00520", "timestamp": "2023-10-14T09:06:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00521", "timestamp": "2023-08-15T16:34:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00522", "timestamp": "2022-08-05T13:27:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00523", "timestamp": "2023-10-04T09:45:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00524", "timestamp": "2024-02-06T06:11:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00525", "timestamp": "2025-05-07T03:44:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00526", "timestamp": "2024-02-01T23:31:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00527", "timestamp": "2022-03-03T12:14:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00528", "timestamp": "2022-02-09T17:34:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00529", "timestamp": "2022-08-04T05:18:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00530", "timestamp": "2022-10-18T08:04:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00531", "timestamp": "2025-03-03T08:40:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00532", "timestamp": "2024-01-05T01:44:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00533", "timestamp": "2022-11-02T23:05:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00534", "timestamp": "2025-06-22T10:12:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00535", "timestamp": "2022-01-29T14:33:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00536", "timestamp": "2023-07-16T02:33:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00537", "timestamp": "2023-01-05T01:15:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00538", "timestamp": "2022-01-01T17:15:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00539", "timestamp": "2023-02-21T04:18:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00540", "timestamp": "2022-02-01T02:03:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00541", "timestamp": "2025-10-03T07:57:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9644878008) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00542", "timestamp": "2024-07-04T06:43:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00543", "timestamp": "2024-02-16T15:12:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00544", "timestamp": "2023-06-16T13:44:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00545", "timestamp": "2024-07-08T01:54:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00546", "timestamp": "2024-10-07T11:34:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00547", "timestamp": "2024-12-20T08:27:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00548", "timestamp": "2025-06-20T22:30:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00549", "timestamp": "2024-05-25T12:15:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00550", "timestamp": "2024-05-27T13:09:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00551", "timestamp": "2023-01-10T06:58:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00552", "timestamp": "2025-03-05T18:51:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00553", "timestamp": "2025-09-16T04:27:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00554", "timestamp": "2024-12-21T22:22:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00555", "timestamp": "2022-04-27T01:19:00", "year": 2022, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1438623285) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00556", "timestamp": "2024-11-06T13:11:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7531511483) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00557", "timestamp": "2025-01-17T09:39:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5736341777", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5736341777) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00558", "timestamp": "2023-09-19T20:13:00", "year": 2023, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7477266962) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00559", "timestamp": "2022-10-10T23:06:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00560", "timestamp": "2023-09-06T12:37:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00561", "timestamp": "2024-10-21T04:27:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00562", "timestamp": "2025-04-04T21:21:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00563", "timestamp": "2025-03-11T05:49:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00564", "timestamp": "2023-12-30T00:07:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00565", "timestamp": "2022-03-31T23:21:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00566", "timestamp": "2025-01-27T07:30:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00567", "timestamp": "2022-10-29T19:46:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00568", "timestamp": "2024-09-24T10:29:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00569", "timestamp": "2024-05-08T21:34:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00570", "timestamp": "2024-12-26T09:50:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00571", "timestamp": "2022-02-05T12:53:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00572", "timestamp": "2023-12-15T20:49:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00573", "timestamp": "2024-07-17T17:48:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00574", "timestamp": "2024-02-28T14:19:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00575", "timestamp": "2023-06-05T18:41:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00576", "timestamp": "2024-08-01T00:50:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00577", "timestamp": "2024-10-27T21:44:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00578", "timestamp": "2024-07-26T10:39:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00579", "timestamp": "2022-06-22T18:32:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00580", "timestamp": "2024-01-30T09:35:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00581", "timestamp": "2024-01-25T11:13:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00582", "timestamp": "2022-07-15T11:17:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00583", "timestamp": "2025-08-15T12:11:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00584", "timestamp": "2023-03-21T11:50:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00585", "timestamp": "2022-03-21T12:09:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00586", "timestamp": "2022-12-17T13:39:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00587", "timestamp": "2025-06-18T13:12:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00588", "timestamp": "2022-04-24T13:39:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00589", "timestamp": "2024-12-22T23:27:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00590", "timestamp": "2022-11-24T10:04:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00591", "timestamp": "2023-01-02T12:21:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00592", "timestamp": "2024-12-27T14:22:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00593", "timestamp": "2025-03-27T13:28:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00594", "timestamp": "2022-03-16T00:33:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00595", "timestamp": "2023-03-19T01:34:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00596", "timestamp": "2024-05-13T14:36:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00597", "timestamp": "2023-04-10T09:52:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00598", "timestamp": "2024-06-25T07:42:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00599", "timestamp": "2025-11-20T09:01:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00600", "timestamp": "2024-11-04T20:25:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00601", "timestamp": "2024-11-16T14:48:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00602", "timestamp": "2025-04-15T10:56:00", "year": 2025, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX8782839240", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00603", "timestamp": "2025-12-26T21:05:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00604", "timestamp": "2024-11-18T20:06:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00605", "timestamp": "2024-10-27T12:23:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00606", "timestamp": "2023-12-16T15:19:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00607", "timestamp": "2024-02-07T15:59:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00608", "timestamp": "2024-10-11T14:55:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00609", "timestamp": "2024-01-05T00:55:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00610", "timestamp": "2024-11-09T18:26:00", "year": 2024, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX5700411979", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5700411979). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00611", "timestamp": "2025-10-13T19:29:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00612", "timestamp": "2022-06-22T06:37:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00613", "timestamp": "2024-12-25T20:15:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00614", "timestamp": "2023-03-29T04:56:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00615", "timestamp": "2022-09-22T22:06:00", "year": 2022, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6355535234) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00616", "timestamp": "2024-07-25T11:29:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00617", "timestamp": "2023-07-03T06:51:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3586458560) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00618", "timestamp": "2022-02-15T10:00:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00619", "timestamp": "2023-08-20T17:53:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00620", "timestamp": "2022-12-02T18:32:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00621", "timestamp": "2022-04-14T23:16:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00622", "timestamp": "2024-01-01T12:20:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00623", "timestamp": "2022-06-15T04:32:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00624", "timestamp": "2022-02-27T15:39:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6996264766) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00625", "timestamp": "2023-05-23T20:10:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00626", "timestamp": "2025-07-16T22:21:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00627", "timestamp": "2025-10-01T15:37:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00628", "timestamp": "2025-03-16T13:12:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00629", "timestamp": "2024-07-01T12:49:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9379306394) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00630", "timestamp": "2022-12-11T23:35:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00631", "timestamp": "2024-11-21T12:29:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00632", "timestamp": "2024-05-01T12:42:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00633", "timestamp": "2024-02-06T08:57:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00634", "timestamp": "2024-12-28T16:19:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00635", "timestamp": "2023-12-09T16:12:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00636", "timestamp": "2023-08-05T03:33:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9917046273) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00637", "timestamp": "2025-07-12T22:08:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00638", "timestamp": "2023-09-28T17:21:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00639", "timestamp": "2022-07-11T21:15:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00640", "timestamp": "2025-09-12T09:39:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00641", "timestamp": "2022-02-17T17:41:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00642", "timestamp": "2025-10-20T11:45:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_00643", "timestamp": "2022-07-03T20:45:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00644", "timestamp": "2023-12-27T13:17:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00645", "timestamp": "2023-12-20T05:35:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00646", "timestamp": "2025-05-17T01:14:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00647", "timestamp": "2023-07-31T01:52:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00648", "timestamp": "2024-04-04T00:46:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3705774911). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00649", "timestamp": "2025-12-05T09:08:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00650", "timestamp": "2025-10-26T07:04:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0221853760) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00651", "timestamp": "2023-09-01T06:44:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2430858310", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2430858310) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00652", "timestamp": "2024-09-01T06:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00653", "timestamp": "2024-11-17T07:25:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00654", "timestamp": "2023-12-25T20:41:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00655", "timestamp": "2025-05-01T00:27:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00656", "timestamp": "2024-02-26T15:02:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00657", "timestamp": "2024-03-03T03:33:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00658", "timestamp": "2024-12-23T05:17:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00659", "timestamp": "2025-09-20T22:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00660", "timestamp": "2022-10-30T09:12:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00661", "timestamp": "2023-03-30T12:18:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_00662", "timestamp": "2024-05-11T12:48:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00663", "timestamp": "2022-04-02T19:16:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4324777458) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00664", "timestamp": "2022-08-30T15:39:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00665", "timestamp": "2025-09-11T02:37:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00666", "timestamp": "2023-12-27T09:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00667", "timestamp": "2024-12-04T00:29:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00668", "timestamp": "2022-03-12T05:21:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00669", "timestamp": "2022-06-24T17:53:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00670", "timestamp": "2023-03-02T13:59:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00671", "timestamp": "2023-07-16T00:06:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6936871678). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00672", "timestamp": "2025-04-30T12:32:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00673", "timestamp": "2022-09-23T00:30:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00674", "timestamp": "2023-07-03T14:48:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00675", "timestamp": "2023-06-18T06:04:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00676", "timestamp": "2025-05-09T18:36:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00677", "timestamp": "2023-08-20T19:02:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00678", "timestamp": "2023-08-15T16:35:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00679", "timestamp": "2025-06-21T14:12:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00680", "timestamp": "2025-12-24T12:52:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5342108614). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00681", "timestamp": "2022-03-12T17:00:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00682", "timestamp": "2023-04-06T11:51:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00683", "timestamp": "2025-06-23T15:10:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00684", "timestamp": "2022-07-16T06:21:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00685", "timestamp": "2022-05-21T19:31:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00686", "timestamp": "2025-02-24T13:41:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00687", "timestamp": "2024-05-19T06:37:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00688", "timestamp": "2025-11-18T20:05:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00689", "timestamp": "2022-04-29T00:51:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00690", "timestamp": "2025-09-02T16:40:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00691", "timestamp": "2022-09-29T10:25:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00692", "timestamp": "2022-07-12T11:57:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00693", "timestamp": "2025-06-17T17:56:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00694", "timestamp": "2025-05-06T06:36:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00695", "timestamp": "2025-12-03T15:33:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00696", "timestamp": "2022-05-30T14:10:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00697", "timestamp": "2025-11-29T06:39:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00698", "timestamp": "2025-10-08T17:21:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00699", "timestamp": "2023-03-07T03:34:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00700", "timestamp": "2024-10-02T03:14:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00701", "timestamp": "2022-09-29T12:17:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00702", "timestamp": "2023-09-07T18:17:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00703", "timestamp": "2024-08-26T18:48:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00704", "timestamp": "2022-01-13T11:32:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00705", "timestamp": "2022-12-04T12:00:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00706", "timestamp": "2025-04-25T10:50:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00707", "timestamp": "2025-12-28T16:54:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00708", "timestamp": "2023-07-20T13:29:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00709", "timestamp": "2023-08-03T23:00:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00710", "timestamp": "2024-09-19T08:53:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00711", "timestamp": "2022-08-07T18:41:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00712", "timestamp": "2022-08-18T15:14:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00713", "timestamp": "2024-02-23T15:49:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00714", "timestamp": "2023-01-04T22:16:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00715", "timestamp": "2024-09-29T18:04:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00716", "timestamp": "2023-01-21T18:49:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00717", "timestamp": "2022-12-25T23:23:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00718", "timestamp": "2025-09-12T06:45:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00719", "timestamp": "2024-03-13T18:55:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00720", "timestamp": "2025-03-21T21:42:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_00721", "timestamp": "2024-09-21T02:20:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00722", "timestamp": "2024-09-06T02:26:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00723", "timestamp": "2023-10-05T22:17:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00724", "timestamp": "2023-05-02T12:47:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX6608824305) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00725", "timestamp": "2022-03-04T05:16:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00726", "timestamp": "2023-03-25T08:27:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00727", "timestamp": "2025-08-12T14:51:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00728", "timestamp": "2023-01-05T06:29:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00729", "timestamp": "2024-09-14T17:38:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00730", "timestamp": "2025-09-04T11:11:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00731", "timestamp": "2022-06-16T17:53:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00732", "timestamp": "2023-03-15T14:06:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00733", "timestamp": "2023-03-13T18:51:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00734", "timestamp": "2023-12-02T04:28:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4856706699) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00735", "timestamp": "2022-01-15T11:32:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00736", "timestamp": "2024-05-09T16:33:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00737", "timestamp": "2024-04-29T10:05:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00738", "timestamp": "2025-04-12T16:22:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00739", "timestamp": "2022-04-20T08:18:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2692229815) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00740", "timestamp": "2025-09-20T15:13:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00741", "timestamp": "2022-10-05T14:29:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00742", "timestamp": "2024-08-30T09:56:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00743", "timestamp": "2022-11-14T01:35:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00744", "timestamp": "2022-09-26T14:58:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2077159030). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00745", "timestamp": "2025-05-27T07:37:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00746", "timestamp": "2023-09-29T17:31:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00747", "timestamp": "2025-07-27T05:37:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00748", "timestamp": "2024-12-08T14:02:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00749", "timestamp": "2023-02-27T20:53:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00750", "timestamp": "2022-06-09T12:52:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00751", "timestamp": "2023-02-08T11:27:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00752", "timestamp": "2025-06-18T12:58:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00753", "timestamp": "2024-02-17T19:56:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00754", "timestamp": "2022-12-07T03:47:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00755", "timestamp": "2025-04-02T18:39:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7858966036", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00756", "timestamp": "2023-02-11T23:52:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00757", "timestamp": "2024-02-05T10:59:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00758", "timestamp": "2022-01-02T08:28:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00759", "timestamp": "2023-05-07T08:32:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00760", "timestamp": "2023-05-12T02:06:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00761", "timestamp": "2023-12-09T20:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00762", "timestamp": "2023-11-19T06:05:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9588073161) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00763", "timestamp": "2025-07-26T19:18:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00764", "timestamp": "2022-04-21T01:34:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00765", "timestamp": "2025-08-09T03:33:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00766", "timestamp": "2022-08-16T04:01:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00767", "timestamp": "2024-07-15T23:33:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00768", "timestamp": "2023-05-05T02:26:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00769", "timestamp": "2022-10-28T07:23:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00770", "timestamp": "2022-10-25T17:44:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00771", "timestamp": "2024-06-12T02:14:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00772", "timestamp": "2022-09-14T22:08:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00773", "timestamp": "2024-04-05T16:36:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00774", "timestamp": "2025-03-17T11:22:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00775", "timestamp": "2024-03-25T10:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00776", "timestamp": "2024-06-12T17:45:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3262918887", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3262918887) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00777", "timestamp": "2023-06-15T13:08:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00778", "timestamp": "2023-01-13T21:14:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00779", "timestamp": "2022-09-27T17:29:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00780", "timestamp": "2024-07-23T12:57:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00781", "timestamp": "2025-07-04T05:49:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00782", "timestamp": "2025-05-29T00:27:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00783", "timestamp": "2025-12-07T06:18:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00784", "timestamp": "2025-07-06T00:08:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00785", "timestamp": "2023-07-03T20:56:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00786", "timestamp": "2022-06-27T07:53:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00787", "timestamp": "2022-03-08T12:40:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00788", "timestamp": "2025-12-26T23:06:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00789", "timestamp": "2025-03-18T22:30:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_00790", "timestamp": "2022-02-09T01:21:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00791", "timestamp": "2024-12-29T22:43:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00792", "timestamp": "2025-08-14T14:19:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00793", "timestamp": "2025-10-28T02:13:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00794", "timestamp": "2022-01-23T01:42:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2722169449). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00795", "timestamp": "2024-12-19T10:34:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00796", "timestamp": "2024-03-15T09:40:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00797", "timestamp": "2025-04-05T02:17:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00798", "timestamp": "2023-06-14T07:33:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00799", "timestamp": "2024-10-25T20:49:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00800", "timestamp": "2022-04-19T19:00:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00801", "timestamp": "2022-04-21T09:14:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00802", "timestamp": "2022-10-18T00:55:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_00803", "timestamp": "2023-02-11T12:24:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00804", "timestamp": "2022-09-01T05:07:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00805", "timestamp": "2025-07-06T14:56:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00806", "timestamp": "2024-02-27T15:27:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00807", "timestamp": "2025-05-18T14:23:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00808", "timestamp": "2025-05-13T02:14:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00809", "timestamp": "2023-12-10T05:58:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00810", "timestamp": "2022-07-18T12:01:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00811", "timestamp": "2022-01-02T05:40:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00812", "timestamp": "2023-07-17T21:03:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00813", "timestamp": "2022-10-10T05:40:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00814", "timestamp": "2024-06-28T18:52:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00815", "timestamp": "2025-10-14T00:36:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00816", "timestamp": "2025-01-08T20:49:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00817", "timestamp": "2023-04-17T08:41:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00818", "timestamp": "2024-01-22T17:41:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00819", "timestamp": "2023-03-20T04:27:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00820", "timestamp": "2025-02-04T20:17:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00821", "timestamp": "2024-02-06T09:34:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00822", "timestamp": "2023-05-07T16:13:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00823", "timestamp": "2024-09-13T01:36:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00824", "timestamp": "2023-04-30T13:14:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00825", "timestamp": "2024-08-04T15:07:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7516288088) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00826", "timestamp": "2025-05-22T20:34:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00827", "timestamp": "2023-12-03T17:46:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00828", "timestamp": "2025-08-02T00:19:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00829", "timestamp": "2025-12-27T06:22:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00830", "timestamp": "2022-02-17T09:52:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00831", "timestamp": "2022-09-28T17:00:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00832", "timestamp": "2022-04-12T13:32:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0794790823). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00833", "timestamp": "2025-05-14T09:39:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00834", "timestamp": "2024-12-05T19:01:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00835", "timestamp": "2022-07-31T14:27:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00836", "timestamp": "2022-08-18T02:41:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00837", "timestamp": "2023-06-23T11:55:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00838", "timestamp": "2024-12-03T08:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00839", "timestamp": "2023-10-02T12:10:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9849421841", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9849421841) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00840", "timestamp": "2025-08-11T08:42:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00841", "timestamp": "2022-09-08T23:58:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00842", "timestamp": "2022-09-10T07:26:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00843", "timestamp": "2025-04-19T04:07:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00844", "timestamp": "2023-10-08T23:28:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00845", "timestamp": "2025-07-28T07:48:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1599895593) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00846", "timestamp": "2025-07-18T05:09:00", "year": 2025, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX9734309157", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00847", "timestamp": "2022-10-24T06:30:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00848", "timestamp": "2023-11-13T00:21:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00849", "timestamp": "2024-09-09T08:13:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00850", "timestamp": "2024-10-27T16:59:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00851", "timestamp": "2023-01-03T03:59:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00852", "timestamp": "2023-03-03T17:38:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00853", "timestamp": "2025-10-27T03:16:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5618218369) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00854", "timestamp": "2023-09-27T20:56:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1304931324). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00855", "timestamp": "2022-10-05T10:22:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00856", "timestamp": "2025-07-17T10:52:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00857", "timestamp": "2025-02-25T05:22:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00858", "timestamp": "2022-09-22T13:45:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00859", "timestamp": "2022-10-03T03:27:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00860", "timestamp": "2025-10-26T11:03:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5862539558) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00861", "timestamp": "2023-04-19T08:31:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00862", "timestamp": "2024-11-14T06:56:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00863", "timestamp": "2023-12-11T19:48:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00864", "timestamp": "2023-01-20T12:48:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00865", "timestamp": "2025-02-15T10:32:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00866", "timestamp": "2024-11-20T13:11:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00867", "timestamp": "2023-01-13T03:00:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00868", "timestamp": "2025-04-02T02:46:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00869", "timestamp": "2024-01-30T11:11:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00870", "timestamp": "2025-03-15T02:15:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00871", "timestamp": "2024-03-27T14:23:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00872", "timestamp": "2025-03-02T13:32:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00873", "timestamp": "2025-04-25T02:29:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00874", "timestamp": "2024-12-08T22:15:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00875", "timestamp": "2023-04-22T12:30:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00876", "timestamp": "2022-11-21T16:40:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00877", "timestamp": "2023-06-27T15:54:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00878", "timestamp": "2024-10-19T13:10:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00879", "timestamp": "2025-07-13T10:32:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00880", "timestamp": "2025-03-02T15:01:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00881", "timestamp": "2023-10-10T09:11:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00882", "timestamp": "2023-09-04T03:29:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00883", "timestamp": "2025-01-03T04:05:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00884", "timestamp": "2023-11-20T07:35:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00885", "timestamp": "2024-11-30T05:33:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00886", "timestamp": "2022-09-24T00:00:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00887", "timestamp": "2022-09-19T13:51:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00888", "timestamp": "2023-06-24T22:36:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00889", "timestamp": "2023-07-03T16:26:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00890", "timestamp": "2022-05-26T11:10:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00891", "timestamp": "2022-03-09T03:33:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00892", "timestamp": "2024-12-16T12:06:00", "year": 2024, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX5713114229", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5713114229). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00893", "timestamp": "2023-12-24T09:24:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_00894", "timestamp": "2024-02-25T09:08:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00895", "timestamp": "2022-10-29T18:57:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00896", "timestamp": "2023-01-02T00:20:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0035830720). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00897", "timestamp": "2025-02-14T15:15:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00898", "timestamp": "2022-07-31T02:38:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00899", "timestamp": "2022-02-24T12:22:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00900", "timestamp": "2025-11-20T08:25:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00901", "timestamp": "2025-07-30T05:19:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00902", "timestamp": "2024-01-09T18:38:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00903", "timestamp": "2023-09-06T10:39:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00904", "timestamp": "2023-04-20T21:37:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00905", "timestamp": "2023-06-17T16:00:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00906", "timestamp": "2024-01-12T22:23:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00907", "timestamp": "2025-04-26T11:31:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00908", "timestamp": "2022-11-15T15:03:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00909", "timestamp": "2023-07-15T06:46:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00910", "timestamp": "2025-01-04T14:46:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00911", "timestamp": "2025-08-10T13:35:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00912", "timestamp": "2022-12-07T20:41:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00913", "timestamp": "2025-01-03T01:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00914", "timestamp": "2023-05-19T14:17:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00915", "timestamp": "2025-02-08T09:27:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00916", "timestamp": "2024-06-24T05:57:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00917", "timestamp": "2023-09-24T22:28:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00918", "timestamp": "2022-11-20T00:01:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00919", "timestamp": "2022-05-16T04:31:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_00920", "timestamp": "2023-12-12T21:25:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00921", "timestamp": "2022-11-02T02:53:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00922", "timestamp": "2025-03-28T17:41:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00923", "timestamp": "2025-04-08T11:42:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00924", "timestamp": "2023-05-13T12:49:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00925", "timestamp": "2025-07-20T07:22:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00926", "timestamp": "2025-03-27T11:27:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00927", "timestamp": "2024-02-12T12:17:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00928", "timestamp": "2022-02-22T15:45:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00929", "timestamp": "2024-10-09T13:18:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00930", "timestamp": "2024-05-02T19:04:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00931", "timestamp": "2023-08-18T07:46:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4812939150", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4812939150) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00932", "timestamp": "2023-02-17T21:58:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00933", "timestamp": "2024-06-14T02:02:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00934", "timestamp": "2023-09-28T10:35:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_00935", "timestamp": "2024-10-06T06:27:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00936", "timestamp": "2024-09-05T15:16:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00937", "timestamp": "2024-05-24T15:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00938", "timestamp": "2025-10-13T21:21:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00939", "timestamp": "2024-08-11T17:32:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_00940", "timestamp": "2024-06-23T01:56:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00941", "timestamp": "2023-11-13T10:28:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00942", "timestamp": "2024-10-12T03:58:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00943", "timestamp": "2022-02-11T21:50:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00944", "timestamp": "2025-06-19T07:58:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_00945", "timestamp": "2025-05-23T13:24:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00946", "timestamp": "2022-08-21T11:50:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00947", "timestamp": "2022-06-27T15:58:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8272036743) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00948", "timestamp": "2023-12-06T20:38:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00949", "timestamp": "2023-06-26T13:57:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00950", "timestamp": "2024-09-26T09:30:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00951", "timestamp": "2022-12-29T10:58:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00952", "timestamp": "2023-09-08T18:57:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00953", "timestamp": "2022-11-22T21:23:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00954", "timestamp": "2025-12-08T04:23:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00955", "timestamp": "2022-03-09T13:14:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00956", "timestamp": "2022-02-27T07:45:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00957", "timestamp": "2025-09-18T04:55:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00958", "timestamp": "2022-11-11T05:31:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00959", "timestamp": "2023-01-30T19:04:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00960", "timestamp": "2025-08-08T00:06:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_00961", "timestamp": "2022-07-19T05:41:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00962", "timestamp": "2023-09-18T06:47:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00963", "timestamp": "2023-10-17T08:07:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_00964", "timestamp": "2024-07-20T02:29:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_00965", "timestamp": "2025-01-09T23:49:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_00966", "timestamp": "2022-05-08T00:42:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_00967", "timestamp": "2023-04-05T09:27:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_00968", "timestamp": "2022-03-02T01:31:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00969", "timestamp": "2025-01-24T21:18:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00970", "timestamp": "2025-05-23T15:38:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00971", "timestamp": "2024-01-25T19:03:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX3158106860", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00972", "timestamp": "2024-04-05T09:56:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00973", "timestamp": "2025-02-13T02:36:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_00974", "timestamp": "2023-04-10T11:47:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_00975", "timestamp": "2023-05-19T14:05:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2240121008", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX2240121008) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00976", "timestamp": "2024-12-26T02:45:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_00977", "timestamp": "2022-09-14T15:30:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_00978", "timestamp": "2025-08-29T11:45:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX6140348997", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6140348997). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00979", "timestamp": "2025-10-10T14:24:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00980", "timestamp": "2024-06-13T21:31:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_00981", "timestamp": "2024-04-04T10:58:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00982", "timestamp": "2024-03-18T11:36:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00983", "timestamp": "2022-12-12T01:13:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00984", "timestamp": "2022-05-25T04:12:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_00985", "timestamp": "2024-01-23T13:24:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_00986", "timestamp": "2022-01-11T02:05:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00987", "timestamp": "2022-12-18T07:33:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_00988", "timestamp": "2024-05-03T21:23:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00989", "timestamp": "2022-07-13T02:13:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_00990", "timestamp": "2023-07-30T14:59:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_00991", "timestamp": "2024-05-27T23:19:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_00992", "timestamp": "2023-11-09T16:59:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_00993", "timestamp": "2023-02-03T12:06:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5044815740). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_00994", "timestamp": "2022-02-24T22:27:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_00995", "timestamp": "2024-02-07T17:11:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_00996", "timestamp": "2025-01-21T12:11:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00997", "timestamp": "2023-08-26T13:34:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_00998", "timestamp": "2024-02-06T18:14:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5995203320) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_00999", "timestamp": "2025-06-03T17:46:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01000", "timestamp": "2023-03-05T15:24:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01001", "timestamp": "2025-05-16T21:15:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01002", "timestamp": "2022-02-10T12:40:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01003", "timestamp": "2022-04-06T19:44:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2118193218). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01004", "timestamp": "2025-03-04T09:08:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01005", "timestamp": "2025-02-03T00:22:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01006", "timestamp": "2022-03-10T03:25:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01007", "timestamp": "2024-12-17T18:59:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01008", "timestamp": "2023-03-25T10:52:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01009", "timestamp": "2023-12-17T08:54:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01010", "timestamp": "2025-07-18T04:59:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01011", "timestamp": "2025-01-23T06:42:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01012", "timestamp": "2025-10-11T00:43:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01013", "timestamp": "2022-06-27T22:06:00", "year": 2022, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX1706833271", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01014", "timestamp": "2023-02-11T18:46:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01015", "timestamp": "2025-06-10T14:35:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01016", "timestamp": "2024-08-29T12:22:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01017", "timestamp": "2023-05-06T03:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01018", "timestamp": "2025-04-12T16:12:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01019", "timestamp": "2022-04-26T19:14:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01020", "timestamp": "2023-10-02T15:34:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2751180928) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01021", "timestamp": "2024-03-29T10:23:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4978098325) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01022", "timestamp": "2025-07-19T06:17:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01023", "timestamp": "2024-03-14T23:19:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01024", "timestamp": "2022-07-22T07:42:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4815008651) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01025", "timestamp": "2022-08-15T12:28:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01026", "timestamp": "2024-03-29T02:30:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01027", "timestamp": "2023-11-14T21:39:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01028", "timestamp": "2022-05-30T05:11:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01029", "timestamp": "2022-04-08T17:52:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01030", "timestamp": "2023-10-26T18:55:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7495204428) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01031", "timestamp": "2022-08-25T18:02:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01032", "timestamp": "2024-07-28T19:04:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01033", "timestamp": "2025-03-17T13:09:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01034", "timestamp": "2025-09-12T11:31:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX0795832420", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0795832420). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01035", "timestamp": "2024-11-11T01:24:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01036", "timestamp": "2022-08-08T10:58:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01037", "timestamp": "2023-08-05T16:57:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01038", "timestamp": "2023-05-22T09:13:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01039", "timestamp": "2025-05-17T00:36:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01040", "timestamp": "2024-02-10T14:15:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01041", "timestamp": "2023-09-19T02:04:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01042", "timestamp": "2024-12-29T12:38:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01043", "timestamp": "2025-12-22T17:35:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01044", "timestamp": "2023-05-23T08:02:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01045", "timestamp": "2025-10-22T16:49:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01046", "timestamp": "2022-09-04T12:36:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01047", "timestamp": "2023-09-27T04:13:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01048", "timestamp": "2022-06-11T23:30:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01049", "timestamp": "2022-01-13T13:33:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01050", "timestamp": "2024-07-15T04:56:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01051", "timestamp": "2022-07-26T18:02:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5514178838", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5514178838) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01052", "timestamp": "2024-07-07T03:00:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01053", "timestamp": "2024-10-21T07:52:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01054", "timestamp": "2025-03-06T08:11:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01055", "timestamp": "2023-09-01T18:35:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01056", "timestamp": "2024-09-11T08:08:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01057", "timestamp": "2025-11-07T17:54:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01058", "timestamp": "2024-09-03T14:10:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01059", "timestamp": "2024-03-05T02:41:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01060", "timestamp": "2025-05-11T21:43:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01061", "timestamp": "2025-11-17T01:10:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01062", "timestamp": "2022-12-18T12:21:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01063", "timestamp": "2023-06-28T17:23:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01064", "timestamp": "2024-04-11T00:50:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01065", "timestamp": "2025-12-12T21:54:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01066", "timestamp": "2024-12-01T23:19:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01067", "timestamp": "2024-01-15T15:56:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01068", "timestamp": "2025-06-20T05:38:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01069", "timestamp": "2023-12-09T11:03:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01070", "timestamp": "2023-09-12T12:54:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01071", "timestamp": "2023-10-14T23:09:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01072", "timestamp": "2022-07-25T15:26:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01073", "timestamp": "2022-12-29T02:23:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01074", "timestamp": "2025-03-06T11:58:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01075", "timestamp": "2022-06-06T06:06:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01076", "timestamp": "2025-03-21T09:29:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01077", "timestamp": "2024-07-02T09:01:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0276148217) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01078", "timestamp": "2024-09-15T16:10:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01079", "timestamp": "2025-12-03T03:59:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01080", "timestamp": "2024-12-13T22:19:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01081", "timestamp": "2023-03-26T00:56:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01082", "timestamp": "2025-12-08T12:25:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01083", "timestamp": "2024-01-14T18:32:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01084", "timestamp": "2025-08-11T09:30:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01085", "timestamp": "2022-07-21T10:51:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01086", "timestamp": "2025-02-07T17:53:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01087", "timestamp": "2023-02-13T19:34:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01088", "timestamp": "2023-03-24T06:57:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01089", "timestamp": "2024-07-21T01:37:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01090", "timestamp": "2024-05-02T01:43:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01091", "timestamp": "2024-11-19T20:37:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01092", "timestamp": "2025-10-05T10:04:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01093", "timestamp": "2025-05-10T10:24:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01094", "timestamp": "2024-12-12T12:29:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5673455542) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01095", "timestamp": "2023-06-10T11:20:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01096", "timestamp": "2022-04-17T17:52:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01097", "timestamp": "2025-11-30T15:29:00", "year": 2025, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX3545729360", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01098", "timestamp": "2022-05-05T09:30:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01099", "timestamp": "2022-07-06T02:19:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_01100", "timestamp": "2025-08-04T16:38:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6581637242) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01101", "timestamp": "2023-09-27T18:21:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01102", "timestamp": "2023-02-03T04:22:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01103", "timestamp": "2025-09-20T23:10:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01104", "timestamp": "2022-01-09T13:20:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01105", "timestamp": "2025-11-19T01:31:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01106", "timestamp": "2025-04-25T13:40:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01107", "timestamp": "2022-07-30T19:03:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01108", "timestamp": "2022-03-20T08:34:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01109", "timestamp": "2025-01-15T21:14:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01110", "timestamp": "2023-08-30T16:15:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8722683155). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01111", "timestamp": "2022-09-01T18:29:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01112", "timestamp": "2025-07-07T23:00:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4401685075). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01113", "timestamp": "2025-06-15T14:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01114", "timestamp": "2023-02-20T21:35:00", "year": 2023, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8862809170) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01115", "timestamp": "2022-02-24T22:53:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01116", "timestamp": "2023-01-10T22:31:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01117", "timestamp": "2022-10-22T06:25:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01118", "timestamp": "2025-07-13T12:15:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01119", "timestamp": "2023-11-07T21:42:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01120", "timestamp": "2022-11-03T11:51:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01121", "timestamp": "2023-12-29T17:11:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01122", "timestamp": "2024-04-14T20:08:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4372541715). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01123", "timestamp": "2023-07-28T00:43:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01124", "timestamp": "2023-08-29T20:42:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01125", "timestamp": "2025-09-01T20:59:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01126", "timestamp": "2025-08-08T01:59:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01127", "timestamp": "2023-10-22T12:00:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2929448927", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2929448927) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01128", "timestamp": "2022-04-20T19:13:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01129", "timestamp": "2022-04-07T01:29:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01130", "timestamp": "2025-10-24T10:29:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01131", "timestamp": "2025-09-13T07:05:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01132", "timestamp": "2025-11-30T17:33:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01133", "timestamp": "2022-08-10T18:13:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01134", "timestamp": "2024-11-24T03:24:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01135", "timestamp": "2024-10-10T05:44:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01136", "timestamp": "2022-01-24T06:53:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01137", "timestamp": "2025-04-06T19:37:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01138", "timestamp": "2023-06-12T03:30:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01139", "timestamp": "2022-10-24T10:55:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01140", "timestamp": "2025-09-14T13:12:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01141", "timestamp": "2025-08-15T18:08:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01142", "timestamp": "2025-07-19T02:05:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01143", "timestamp": "2022-05-23T06:05:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01144", "timestamp": "2025-04-21T22:52:00", "year": 2025, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0260551202", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01145", "timestamp": "2025-12-24T03:26:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01146", "timestamp": "2024-09-23T04:05:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01147", "timestamp": "2023-09-13T02:26:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01148", "timestamp": "2022-09-22T00:36:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01149", "timestamp": "2023-10-07T13:20:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01150", "timestamp": "2023-12-11T07:11:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01151", "timestamp": "2024-10-27T19:13:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01152", "timestamp": "2025-01-02T15:20:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01153", "timestamp": "2025-10-03T16:29:00", "year": 2025, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6700558640) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01154", "timestamp": "2022-03-12T00:32:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01155", "timestamp": "2024-06-26T12:15:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01156", "timestamp": "2023-01-05T08:39:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01157", "timestamp": "2025-05-31T13:17:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01158", "timestamp": "2025-04-11T08:17:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01159", "timestamp": "2024-08-30T06:30:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01160", "timestamp": "2022-11-18T02:49:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01161", "timestamp": "2024-04-28T11:48:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01162", "timestamp": "2025-02-23T16:03:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01163", "timestamp": "2023-01-04T11:00:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01164", "timestamp": "2024-01-08T11:35:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01165", "timestamp": "2022-08-14T13:49:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01166", "timestamp": "2023-12-06T20:20:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01167", "timestamp": "2022-10-28T07:51:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01168", "timestamp": "2025-06-23T17:49:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01169", "timestamp": "2022-03-23T19:12:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX3921355441) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01170", "timestamp": "2025-03-11T14:35:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01171", "timestamp": "2023-06-05T16:53:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01172", "timestamp": "2025-10-06T12:17:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01173", "timestamp": "2025-02-09T18:29:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01174", "timestamp": "2025-05-29T06:58:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01175", "timestamp": "2023-03-20T17:16:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01176", "timestamp": "2024-04-08T16:57:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01177", "timestamp": "2023-01-27T21:44:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01178", "timestamp": "2025-10-06T18:44:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01179", "timestamp": "2023-02-18T13:36:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01180", "timestamp": "2022-02-20T21:06:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01181", "timestamp": "2022-06-19T13:20:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01182", "timestamp": "2022-05-28T07:15:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6297640735). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01183", "timestamp": "2025-08-29T12:54:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01184", "timestamp": "2024-04-25T07:33:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01185", "timestamp": "2022-12-31T20:40:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01186", "timestamp": "2025-06-20T23:23:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01187", "timestamp": "2023-01-30T21:39:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3641364251). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01188", "timestamp": "2024-08-18T05:00:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01189", "timestamp": "2022-05-07T22:56:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0625654846) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01190", "timestamp": "2024-09-17T00:24:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01191", "timestamp": "2025-01-24T18:25:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01192", "timestamp": "2025-12-12T06:17:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01193", "timestamp": "2023-09-30T12:06:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01194", "timestamp": "2025-04-28T02:49:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01195", "timestamp": "2025-06-08T06:46:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01196", "timestamp": "2023-05-17T14:43:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01197", "timestamp": "2024-10-19T20:09:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01198", "timestamp": "2023-07-02T20:29:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01199", "timestamp": "2024-11-24T16:54:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01200", "timestamp": "2024-06-29T16:49:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01201", "timestamp": "2025-05-24T01:45:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01202", "timestamp": "2022-08-03T19:45:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01203", "timestamp": "2022-04-23T01:49:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01204", "timestamp": "2025-07-10T03:31:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01205", "timestamp": "2025-11-10T04:41:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01206", "timestamp": "2022-06-06T01:10:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01207", "timestamp": "2025-07-11T14:59:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01208", "timestamp": "2024-10-05T10:32:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8133706007", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8133706007) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01209", "timestamp": "2023-03-02T19:49:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01210", "timestamp": "2022-01-09T12:15:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01211", "timestamp": "2023-12-17T04:00:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01212", "timestamp": "2024-11-29T16:12:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01213", "timestamp": "2023-02-17T22:18:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01214", "timestamp": "2025-03-16T02:36:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01215", "timestamp": "2022-07-20T12:47:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01216", "timestamp": "2022-11-25T05:55:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01217", "timestamp": "2023-10-03T11:22:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01218", "timestamp": "2022-05-08T05:31:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01219", "timestamp": "2025-07-29T11:25:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5785258546) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01220", "timestamp": "2024-11-02T18:26:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01221", "timestamp": "2024-12-03T13:50:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01222", "timestamp": "2025-12-26T03:56:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01223", "timestamp": "2022-06-13T22:25:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2667375349", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2667375349) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01224", "timestamp": "2022-11-05T06:50:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01225", "timestamp": "2025-02-25T00:02:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01226", "timestamp": "2024-06-09T20:44:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3751275761) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01227", "timestamp": "2022-07-13T19:39:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01228", "timestamp": "2022-06-28T15:20:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01229", "timestamp": "2022-01-22T07:54:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01230", "timestamp": "2022-04-24T09:30:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01231", "timestamp": "2023-06-12T21:29:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01232", "timestamp": "2022-09-28T11:44:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01233", "timestamp": "2023-07-12T05:55:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01234", "timestamp": "2023-05-30T08:53:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01235", "timestamp": "2024-04-05T09:38:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01236", "timestamp": "2025-03-16T19:24:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01237", "timestamp": "2023-09-18T22:05:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01238", "timestamp": "2025-01-24T12:40:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01239", "timestamp": "2025-11-12T03:05:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01240", "timestamp": "2024-07-31T22:05:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8941385767) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01241", "timestamp": "2024-10-18T18:16:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01242", "timestamp": "2025-08-31T21:00:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01243", "timestamp": "2022-07-29T12:55:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01244", "timestamp": "2023-01-31T20:26:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01245", "timestamp": "2023-07-09T04:00:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX4428072344", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01246", "timestamp": "2024-10-18T13:57:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01247", "timestamp": "2024-02-07T04:24:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01248", "timestamp": "2023-12-17T02:43:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01249", "timestamp": "2025-05-26T22:29:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01250", "timestamp": "2023-01-23T21:03:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01251", "timestamp": "2025-05-15T03:04:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01252", "timestamp": "2024-05-21T13:51:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01253", "timestamp": "2025-10-27T09:08:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01254", "timestamp": "2025-11-25T04:44:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01255", "timestamp": "2023-09-19T14:49:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01256", "timestamp": "2022-10-27T09:59:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01257", "timestamp": "2022-09-14T16:06:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01258", "timestamp": "2024-06-30T06:38:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01259", "timestamp": "2025-04-29T12:44:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX3067141636", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3067141636). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01260", "timestamp": "2023-01-26T07:06:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01261", "timestamp": "2022-01-12T07:23:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01262", "timestamp": "2025-12-07T23:22:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01263", "timestamp": "2022-03-25T12:52:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01264", "timestamp": "2023-08-18T21:15:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01265", "timestamp": "2022-06-02T19:41:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01266", "timestamp": "2023-08-27T20:20:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01267", "timestamp": "2024-11-19T11:46:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01268", "timestamp": "2024-08-24T05:30:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01269", "timestamp": "2025-06-26T05:48:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01270", "timestamp": "2022-08-20T02:55:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01271", "timestamp": "2025-06-02T05:16:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01272", "timestamp": "2023-11-24T00:14:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01273", "timestamp": "2024-03-28T18:51:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01274", "timestamp": "2024-05-23T20:21:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01275", "timestamp": "2025-02-18T13:15:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01276", "timestamp": "2025-04-05T14:57:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01277", "timestamp": "2022-09-18T05:22:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9342636270). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01278", "timestamp": "2024-12-27T05:32:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01279", "timestamp": "2025-06-19T04:52:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01280", "timestamp": "2023-02-15T07:06:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01281", "timestamp": "2025-09-08T16:09:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01282", "timestamp": "2024-06-19T02:06:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01283", "timestamp": "2025-04-05T16:05:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01284", "timestamp": "2025-07-18T22:58:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01285", "timestamp": "2022-04-19T00:03:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01286", "timestamp": "2023-06-03T17:57:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01287", "timestamp": "2023-12-01T11:53:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01288", "timestamp": "2022-05-18T06:30:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01289", "timestamp": "2022-05-31T03:34:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01290", "timestamp": "2025-06-04T00:45:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01291", "timestamp": "2025-02-22T12:34:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01292", "timestamp": "2025-08-04T03:26:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01293", "timestamp": "2023-04-28T23:08:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01294", "timestamp": "2022-05-15T14:18:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01295", "timestamp": "2022-05-02T17:47:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01296", "timestamp": "2022-11-15T00:48:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01297", "timestamp": "2022-06-04T14:34:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01298", "timestamp": "2024-09-20T00:36:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01299", "timestamp": "2023-07-14T14:27:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01300", "timestamp": "2023-03-15T11:38:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01301", "timestamp": "2024-10-03T01:11:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01302", "timestamp": "2025-03-21T21:30:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01303", "timestamp": "2023-05-31T16:29:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2777499828", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2777499828) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01304", "timestamp": "2022-12-07T23:37:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01305", "timestamp": "2025-02-16T09:05:00", "year": 2025, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX3427445713) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01306", "timestamp": "2025-01-12T11:41:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01307", "timestamp": "2025-07-02T18:37:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01308", "timestamp": "2023-05-18T03:01:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_01309", "timestamp": "2025-01-05T13:20:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01310", "timestamp": "2022-04-07T03:18:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01311", "timestamp": "2024-08-01T16:05:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01312", "timestamp": "2023-05-07T14:50:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01313", "timestamp": "2024-01-03T19:59:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01314", "timestamp": "2024-08-02T05:55:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01315", "timestamp": "2023-02-05T11:10:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01316", "timestamp": "2024-09-22T03:22:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01317", "timestamp": "2023-10-30T08:38:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01318", "timestamp": "2023-01-16T16:17:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01319", "timestamp": "2024-07-28T23:20:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01320", "timestamp": "2023-04-07T12:33:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01321", "timestamp": "2023-07-12T02:41:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01322", "timestamp": "2022-02-24T15:36:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6148967500", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6148967500) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01323", "timestamp": "2023-02-08T04:19:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01324", "timestamp": "2023-06-15T22:14:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01325", "timestamp": "2023-04-05T23:01:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01326", "timestamp": "2025-09-16T07:59:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01327", "timestamp": "2023-12-28T11:41:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01328", "timestamp": "2025-03-11T19:11:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01329", "timestamp": "2025-11-03T04:25:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01330", "timestamp": "2023-04-04T02:50:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01331", "timestamp": "2023-03-20T15:25:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8869305188) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01332", "timestamp": "2022-03-04T02:28:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01333", "timestamp": "2024-03-19T18:20:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01334", "timestamp": "2022-05-01T23:32:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01335", "timestamp": "2024-04-08T18:03:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01336", "timestamp": "2024-10-23T04:33:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01337", "timestamp": "2025-11-23T04:54:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01338", "timestamp": "2024-12-17T06:44:00", "year": 2024, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1296240320) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01339", "timestamp": "2025-05-22T20:42:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01340", "timestamp": "2025-06-02T03:52:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01341", "timestamp": "2023-02-23T04:46:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01342", "timestamp": "2023-01-29T12:29:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01343", "timestamp": "2022-11-06T18:51:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01344", "timestamp": "2022-06-12T04:47:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01345", "timestamp": "2022-02-04T20:55:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01346", "timestamp": "2024-07-29T16:28:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01347", "timestamp": "2024-05-24T09:44:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01348", "timestamp": "2024-02-08T01:33:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01349", "timestamp": "2023-10-05T02:11:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01350", "timestamp": "2025-08-04T23:45:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01351", "timestamp": "2024-07-05T15:17:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01352", "timestamp": "2025-02-19T05:34:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01353", "timestamp": "2023-12-05T05:35:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01354", "timestamp": "2025-01-07T16:01:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01355", "timestamp": "2024-07-01T06:10:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01356", "timestamp": "2024-04-14T19:46:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01357", "timestamp": "2023-09-07T22:04:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01358", "timestamp": "2023-09-23T11:21:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01359", "timestamp": "2025-08-13T03:25:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01360", "timestamp": "2025-09-09T03:37:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01361", "timestamp": "2024-08-12T08:55:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01362", "timestamp": "2025-02-08T07:08:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX9067717084", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9067717084). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01363", "timestamp": "2022-01-04T12:23:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01364", "timestamp": "2022-12-30T16:58:00", "year": 2022, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4899298997) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01365", "timestamp": "2023-09-14T08:21:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01366", "timestamp": "2024-07-11T22:24:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01367", "timestamp": "2023-05-25T03:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01368", "timestamp": "2025-06-21T01:08:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01369", "timestamp": "2023-05-02T03:07:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7590956079) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01370", "timestamp": "2023-07-09T04:15:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01371", "timestamp": "2024-01-13T07:43:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01372", "timestamp": "2023-04-13T02:30:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01373", "timestamp": "2022-08-31T09:49:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01374", "timestamp": "2025-11-28T09:26:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01375", "timestamp": "2023-01-11T05:15:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01376", "timestamp": "2023-08-20T06:21:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01377", "timestamp": "2024-01-11T12:36:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01378", "timestamp": "2025-04-17T13:59:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01379", "timestamp": "2024-12-20T22:05:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX1216993814", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01380", "timestamp": "2024-09-16T22:06:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01381", "timestamp": "2022-08-29T04:05:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01382", "timestamp": "2024-12-07T19:23:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01383", "timestamp": "2022-02-23T08:45:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01384", "timestamp": "2023-08-10T16:06:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01385", "timestamp": "2023-12-19T17:46:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01386", "timestamp": "2025-03-01T01:50:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01387", "timestamp": "2025-09-09T06:55:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01388", "timestamp": "2025-02-12T20:49:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01389", "timestamp": "2025-08-05T00:00:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01390", "timestamp": "2025-09-18T10:12:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01391", "timestamp": "2023-07-05T18:22:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01392", "timestamp": "2025-08-05T03:33:00", "year": 2025, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX1501124273", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01393", "timestamp": "2022-04-30T06:55:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4404397577", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4404397577) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01394", "timestamp": "2025-05-03T21:35:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01395", "timestamp": "2024-12-12T21:04:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01396", "timestamp": "2024-02-05T14:45:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01397", "timestamp": "2022-03-10T01:14:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01398", "timestamp": "2023-04-22T11:45:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01399", "timestamp": "2022-03-14T11:58:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01400", "timestamp": "2023-05-01T00:14:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01401", "timestamp": "2025-12-01T08:15:00", "year": 2025, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX4846048216", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01402", "timestamp": "2024-01-30T20:13:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01403", "timestamp": "2023-03-04T02:00:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8606310380) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01404", "timestamp": "2025-01-06T00:02:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01405", "timestamp": "2022-09-07T07:52:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01406", "timestamp": "2025-10-04T17:57:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01407", "timestamp": "2022-05-29T12:53:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01408", "timestamp": "2024-02-23T14:35:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01409", "timestamp": "2022-08-31T20:43:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01410", "timestamp": "2025-01-02T06:55:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01411", "timestamp": "2025-03-13T07:41:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1764206522", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1764206522) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01412", "timestamp": "2022-06-15T07:22:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01413", "timestamp": "2022-06-02T09:06:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01414", "timestamp": "2023-04-23T14:00:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01415", "timestamp": "2025-08-20T05:26:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01416", "timestamp": "2025-08-18T06:31:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01417", "timestamp": "2025-06-20T22:12:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01418", "timestamp": "2022-07-23T14:44:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01419", "timestamp": "2023-01-18T11:54:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01420", "timestamp": "2025-05-03T14:10:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01421", "timestamp": "2025-01-02T05:51:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01422", "timestamp": "2023-05-27T11:32:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01423", "timestamp": "2025-01-16T14:14:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01424", "timestamp": "2025-11-08T04:20:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01425", "timestamp": "2025-08-12T05:07:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01426", "timestamp": "2024-01-12T11:59:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01427", "timestamp": "2024-11-13T15:48:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01428", "timestamp": "2023-08-27T14:21:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01429", "timestamp": "2023-04-11T01:02:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01430", "timestamp": "2023-10-14T23:56:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01431", "timestamp": "2025-12-01T03:32:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01432", "timestamp": "2024-08-02T07:55:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01433", "timestamp": "2025-08-12T20:09:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01434", "timestamp": "2022-04-28T13:22:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01435", "timestamp": "2023-05-19T12:39:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01436", "timestamp": "2024-04-02T07:07:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9490869340) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01437", "timestamp": "2023-08-12T17:48:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01438", "timestamp": "2022-09-26T17:55:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01439", "timestamp": "2022-07-24T04:35:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6135824178) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01440", "timestamp": "2022-09-26T16:09:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01441", "timestamp": "2025-10-14T19:22:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01442", "timestamp": "2024-07-07T20:03:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01443", "timestamp": "2025-03-02T23:12:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01444", "timestamp": "2023-09-22T17:39:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01445", "timestamp": "2024-08-04T16:43:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01446", "timestamp": "2023-08-24T13:50:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01447", "timestamp": "2022-10-14T05:12:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01448", "timestamp": "2024-12-13T07:53:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01449", "timestamp": "2024-08-27T11:43:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01450", "timestamp": "2024-07-05T19:22:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01451", "timestamp": "2022-10-16T07:31:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01452", "timestamp": "2022-04-07T13:05:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01453", "timestamp": "2023-05-19T02:02:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01454", "timestamp": "2024-10-27T07:24:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01455", "timestamp": "2023-11-14T06:12:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3142212767). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01456", "timestamp": "2024-09-11T00:47:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01457", "timestamp": "2025-11-08T23:38:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01458", "timestamp": "2022-07-08T14:18:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01459", "timestamp": "2025-01-17T03:28:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01460", "timestamp": "2025-08-28T10:51:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01461", "timestamp": "2025-04-14T20:19:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01462", "timestamp": "2022-01-29T00:55:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01463", "timestamp": "2023-03-27T03:52:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01464", "timestamp": "2024-11-15T21:19:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01465", "timestamp": "2025-03-02T22:25:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01466", "timestamp": "2023-10-24T11:27:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01467", "timestamp": "2023-07-20T10:08:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01468", "timestamp": "2023-11-10T21:18:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01469", "timestamp": "2023-09-06T05:57:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01470", "timestamp": "2024-05-11T13:23:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01471", "timestamp": "2024-11-22T07:44:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01472", "timestamp": "2024-12-25T17:38:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01473", "timestamp": "2025-10-03T23:28:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01474", "timestamp": "2024-08-05T08:55:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01475", "timestamp": "2025-06-22T10:14:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01476", "timestamp": "2025-09-05T08:31:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01477", "timestamp": "2025-02-28T09:30:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01478", "timestamp": "2025-06-08T15:17:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01479", "timestamp": "2024-05-24T05:48:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01480", "timestamp": "2025-07-12T21:08:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01481", "timestamp": "2024-07-30T21:12:00", "year": 2024, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0255562891) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01482", "timestamp": "2022-10-25T10:54:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01483", "timestamp": "2024-03-15T12:06:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01484", "timestamp": "2022-12-24T03:59:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3623847412", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3623847412) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01485", "timestamp": "2022-11-05T12:54:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01486", "timestamp": "2022-04-16T09:18:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01487", "timestamp": "2023-08-18T05:09:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01488", "timestamp": "2024-03-24T22:52:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01489", "timestamp": "2024-01-13T09:51:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01490", "timestamp": "2023-05-05T09:19:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1506586166). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01491", "timestamp": "2022-06-23T12:04:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01492", "timestamp": "2024-09-28T07:57:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01493", "timestamp": "2022-04-22T02:15:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01494", "timestamp": "2023-10-05T01:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01495", "timestamp": "2023-07-09T23:19:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01496", "timestamp": "2023-01-28T11:45:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9936431317). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01497", "timestamp": "2025-11-08T04:18:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01498", "timestamp": "2024-09-17T21:53:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01499", "timestamp": "2024-08-20T12:41:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01500", "timestamp": "2024-01-22T21:30:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01501", "timestamp": "2022-05-12T10:59:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01502", "timestamp": "2025-04-04T13:13:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01503", "timestamp": "2023-03-11T06:24:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01504", "timestamp": "2025-10-06T00:06:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01505", "timestamp": "2022-07-30T11:00:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01506", "timestamp": "2022-12-21T17:07:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01507", "timestamp": "2023-10-23T13:11:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01508", "timestamp": "2025-04-18T23:39:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01509", "timestamp": "2025-12-01T06:28:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01510", "timestamp": "2024-06-20T22:22:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01511", "timestamp": "2022-12-19T05:04:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01512", "timestamp": "2022-04-17T20:23:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01513", "timestamp": "2024-02-01T08:21:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01514", "timestamp": "2024-01-22T12:08:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01515", "timestamp": "2023-09-03T12:04:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01516", "timestamp": "2025-11-28T06:04:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01517", "timestamp": "2022-09-11T11:54:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01518", "timestamp": "2025-09-07T01:27:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01519", "timestamp": "2025-09-27T23:33:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01520", "timestamp": "2022-01-14T09:43:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01521", "timestamp": "2023-09-12T01:29:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01522", "timestamp": "2024-02-12T02:16:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01523", "timestamp": "2024-03-05T20:38:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01524", "timestamp": "2025-03-19T13:42:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01525", "timestamp": "2023-09-29T04:54:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01526", "timestamp": "2024-02-16T04:09:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01527", "timestamp": "2022-07-23T08:28:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0014081833) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01528", "timestamp": "2025-05-29T01:35:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01529", "timestamp": "2024-08-31T04:41:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01530", "timestamp": "2024-11-25T23:32:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01531", "timestamp": "2022-12-13T22:04:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01532", "timestamp": "2024-08-15T00:14:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01533", "timestamp": "2024-02-17T15:15:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01534", "timestamp": "2022-12-28T18:03:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01535", "timestamp": "2022-12-08T18:37:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01536", "timestamp": "2022-08-17T07:35:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01537", "timestamp": "2025-07-15T16:27:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01538", "timestamp": "2023-02-07T04:42:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01539", "timestamp": "2025-05-17T17:21:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7868253638) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01540", "timestamp": "2024-04-26T02:04:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01541", "timestamp": "2024-05-23T21:16:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01542", "timestamp": "2022-02-19T14:15:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01543", "timestamp": "2022-12-08T23:45:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01544", "timestamp": "2024-04-04T09:00:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01545", "timestamp": "2022-12-25T08:08:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01546", "timestamp": "2022-05-29T00:14:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01547", "timestamp": "2022-03-13T04:44:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01548", "timestamp": "2022-05-04T23:30:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01549", "timestamp": "2023-12-25T17:01:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01550", "timestamp": "2025-09-10T21:02:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01551", "timestamp": "2022-09-15T05:27:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01552", "timestamp": "2022-02-02T08:35:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01553", "timestamp": "2023-02-05T02:55:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01554", "timestamp": "2025-01-26T12:23:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01555", "timestamp": "2025-05-21T00:09:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01556", "timestamp": "2025-07-14T13:18:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01557", "timestamp": "2022-05-25T15:37:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01558", "timestamp": "2022-04-29T03:09:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01559", "timestamp": "2022-02-25T04:23:00", "year": 2022, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7360123980", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01560", "timestamp": "2022-08-12T17:27:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01561", "timestamp": "2025-07-15T16:46:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01562", "timestamp": "2025-05-11T05:04:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4102640430). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01563", "timestamp": "2022-07-26T19:07:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9058462127). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01564", "timestamp": "2022-08-27T13:16:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01565", "timestamp": "2022-03-13T12:09:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1007933570). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01566", "timestamp": "2022-01-19T23:18:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01567", "timestamp": "2025-07-08T00:40:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01568", "timestamp": "2025-08-15T09:49:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01569", "timestamp": "2025-11-22T18:29:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01570", "timestamp": "2025-12-19T23:10:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01571", "timestamp": "2022-07-08T21:41:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01572", "timestamp": "2025-12-26T04:09:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6653866488", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6653866488) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01573", "timestamp": "2022-10-20T21:25:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01574", "timestamp": "2024-12-09T00:40:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01575", "timestamp": "2023-07-05T21:36:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01576", "timestamp": "2022-12-28T17:54:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01577", "timestamp": "2022-04-20T10:27:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01578", "timestamp": "2024-03-17T03:19:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01579", "timestamp": "2025-09-02T02:37:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01580", "timestamp": "2023-08-17T17:26:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01581", "timestamp": "2025-01-13T09:19:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5843482115) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01582", "timestamp": "2024-02-14T20:19:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01583", "timestamp": "2023-12-16T20:05:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01584", "timestamp": "2025-01-24T11:53:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01585", "timestamp": "2025-07-19T15:25:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01586", "timestamp": "2022-11-12T14:37:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3306770121) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01587", "timestamp": "2024-09-05T00:26:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01588", "timestamp": "2023-05-12T10:17:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01589", "timestamp": "2025-03-01T16:20:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01590", "timestamp": "2025-03-20T12:54:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01591", "timestamp": "2022-11-28T02:44:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX5001582385", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5001582385). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01592", "timestamp": "2025-02-23T04:04:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01593", "timestamp": "2023-01-28T02:18:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01594", "timestamp": "2025-07-31T06:53:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01595", "timestamp": "2024-10-05T19:59:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01596", "timestamp": "2025-01-15T16:40:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01597", "timestamp": "2022-07-26T03:38:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01598", "timestamp": "2023-07-31T04:36:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01599", "timestamp": "2024-09-07T13:19:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01600", "timestamp": "2025-06-03T05:26:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX2770872449", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2770872449). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01601", "timestamp": "2023-05-18T09:51:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2815488865) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01602", "timestamp": "2025-07-09T04:37:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01603", "timestamp": "2022-03-19T22:02:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01604", "timestamp": "2023-01-28T09:19:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01605", "timestamp": "2025-12-14T11:14:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01606", "timestamp": "2024-06-02T21:29:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01607", "timestamp": "2025-10-18T19:16:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01608", "timestamp": "2024-11-18T04:55:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01609", "timestamp": "2024-10-10T03:29:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8856919623", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8856919623) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01610", "timestamp": "2024-07-09T23:59:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01611", "timestamp": "2024-11-11T18:48:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6332327079) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01612", "timestamp": "2022-04-23T17:16:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01613", "timestamp": "2022-03-08T22:48:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01614", "timestamp": "2022-12-09T03:46:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01615", "timestamp": "2023-09-15T16:58:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01616", "timestamp": "2022-11-03T15:45:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01617", "timestamp": "2023-12-17T17:48:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01618", "timestamp": "2022-08-01T17:49:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01619", "timestamp": "2024-02-11T05:20:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01620", "timestamp": "2025-04-18T04:52:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01621", "timestamp": "2023-01-25T00:58:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1558569768", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1558569768) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01622", "timestamp": "2025-08-06T19:43:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01623", "timestamp": "2022-05-23T03:59:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01624", "timestamp": "2022-03-02T06:52:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01625", "timestamp": "2025-09-27T06:55:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01626", "timestamp": "2024-02-18T23:14:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01627", "timestamp": "2023-05-20T18:35:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01628", "timestamp": "2025-10-17T20:37:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01629", "timestamp": "2022-01-20T01:51:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_01630", "timestamp": "2024-07-16T05:58:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01631", "timestamp": "2025-11-27T09:42:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01632", "timestamp": "2024-11-03T04:56:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01633", "timestamp": "2024-06-25T20:18:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01634", "timestamp": "2025-10-23T01:53:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01635", "timestamp": "2025-09-02T13:23:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01636", "timestamp": "2022-05-18T03:05:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01637", "timestamp": "2025-04-15T21:57:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01638", "timestamp": "2025-01-29T11:58:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01639", "timestamp": "2025-07-24T13:54:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01640", "timestamp": "2022-07-31T02:40:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01641", "timestamp": "2025-02-06T23:33:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3883714657) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01642", "timestamp": "2025-11-10T01:46:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01643", "timestamp": "2022-01-21T02:50:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01644", "timestamp": "2025-06-17T04:38:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01645", "timestamp": "2023-12-22T22:56:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01646", "timestamp": "2022-08-20T01:58:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01647", "timestamp": "2023-11-13T04:27:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01648", "timestamp": "2022-02-11T15:32:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01649", "timestamp": "2025-02-11T16:03:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01650", "timestamp": "2025-02-21T18:00:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01651", "timestamp": "2023-02-23T05:45:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01652", "timestamp": "2025-10-27T01:13:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1492018200", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1492018200) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01653", "timestamp": "2025-03-12T11:50:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01654", "timestamp": "2023-08-05T17:21:00", "year": 2023, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX6496399948", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01655", "timestamp": "2022-05-14T17:21:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01656", "timestamp": "2022-12-07T13:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01657", "timestamp": "2023-04-08T16:06:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01658", "timestamp": "2025-05-22T23:15:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01659", "timestamp": "2022-07-10T21:58:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01660", "timestamp": "2024-02-25T22:28:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01661", "timestamp": "2024-01-20T07:26:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01662", "timestamp": "2023-06-07T01:13:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01663", "timestamp": "2025-10-10T03:52:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01664", "timestamp": "2024-04-18T08:18:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8074690936). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01665", "timestamp": "2023-09-20T22:52:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01666", "timestamp": "2024-07-18T13:30:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01667", "timestamp": "2023-09-09T15:20:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6158644345) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01668", "timestamp": "2023-09-23T21:18:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01669", "timestamp": "2023-08-18T05:32:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01670", "timestamp": "2025-07-28T00:43:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01671", "timestamp": "2023-11-01T11:49:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01672", "timestamp": "2024-11-19T12:55:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01673", "timestamp": "2023-08-01T02:44:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01674", "timestamp": "2023-10-09T13:35:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01675", "timestamp": "2023-06-21T23:50:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01676", "timestamp": "2024-01-08T20:01:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01677", "timestamp": "2024-03-02T18:55:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01678", "timestamp": "2023-11-17T11:07:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8551514586) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01679", "timestamp": "2023-04-11T20:49:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01680", "timestamp": "2022-08-20T16:54:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01681", "timestamp": "2022-11-03T09:55:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01682", "timestamp": "2024-04-09T04:26:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01683", "timestamp": "2024-04-04T09:23:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01684", "timestamp": "2025-01-24T14:08:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01685", "timestamp": "2022-11-19T18:38:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01686", "timestamp": "2022-04-29T19:50:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01687", "timestamp": "2022-01-08T15:45:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01688", "timestamp": "2022-04-28T11:47:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01689", "timestamp": "2022-11-11T09:33:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01690", "timestamp": "2024-03-06T15:37:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01691", "timestamp": "2022-03-15T12:23:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01692", "timestamp": "2023-01-12T10:58:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01693", "timestamp": "2023-11-01T22:22:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01694", "timestamp": "2023-05-24T17:02:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01695", "timestamp": "2025-01-23T20:13:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01696", "timestamp": "2024-08-29T08:39:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01697", "timestamp": "2024-01-14T23:34:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01698", "timestamp": "2023-08-16T09:41:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01699", "timestamp": "2024-12-05T05:16:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01700", "timestamp": "2024-12-27T06:26:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01701", "timestamp": "2023-05-15T13:51:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2790514297) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01702", "timestamp": "2022-02-08T13:58:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01703", "timestamp": "2025-05-22T03:31:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01704", "timestamp": "2023-01-25T07:48:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01705", "timestamp": "2024-02-25T12:26:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01706", "timestamp": "2025-06-26T07:42:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01707", "timestamp": "2022-04-28T13:27:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01708", "timestamp": "2025-05-05T20:16:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01709", "timestamp": "2023-01-16T13:29:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01710", "timestamp": "2024-11-21T22:05:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7384857777) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01711", "timestamp": "2022-08-28T16:33:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01712", "timestamp": "2023-10-15T15:39:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6300573792", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6300573792) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01713", "timestamp": "2025-11-05T03:26:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01714", "timestamp": "2025-12-15T18:44:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01715", "timestamp": "2022-06-28T03:03:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01716", "timestamp": "2022-04-02T12:04:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01717", "timestamp": "2022-11-19T19:21:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6862771032", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6862771032) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01718", "timestamp": "2023-07-04T07:33:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01719", "timestamp": "2024-03-30T18:08:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01720", "timestamp": "2024-04-01T00:23:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01721", "timestamp": "2024-05-24T06:25:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01722", "timestamp": "2022-03-29T21:11:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01723", "timestamp": "2024-12-30T10:51:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01724", "timestamp": "2025-12-13T15:04:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01725", "timestamp": "2024-04-20T13:17:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01726", "timestamp": "2022-11-16T20:23:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01727", "timestamp": "2025-04-18T21:12:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01728", "timestamp": "2024-06-27T10:41:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01729", "timestamp": "2024-01-27T22:17:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01730", "timestamp": "2022-11-11T08:05:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01731", "timestamp": "2025-04-30T02:54:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01732", "timestamp": "2023-01-07T06:10:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01733", "timestamp": "2025-06-04T07:58:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01734", "timestamp": "2023-09-02T01:00:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01735", "timestamp": "2024-03-20T23:09:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9023366127) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01736", "timestamp": "2022-05-19T04:02:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01737", "timestamp": "2023-05-08T23:18:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01738", "timestamp": "2022-11-13T02:09:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01739", "timestamp": "2025-02-24T18:38:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01740", "timestamp": "2023-07-03T08:59:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01741", "timestamp": "2022-03-26T15:59:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01742", "timestamp": "2023-10-14T02:56:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01743", "timestamp": "2024-07-14T05:07:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01744", "timestamp": "2022-06-19T07:48:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01745", "timestamp": "2024-05-05T23:47:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01746", "timestamp": "2024-04-04T11:08:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01747", "timestamp": "2024-05-05T17:37:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01748", "timestamp": "2025-07-30T07:04:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01749", "timestamp": "2022-02-18T15:04:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01750", "timestamp": "2023-06-10T08:06:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01751", "timestamp": "2022-07-28T04:31:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01752", "timestamp": "2023-09-02T09:07:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01753", "timestamp": "2022-10-03T23:08:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01754", "timestamp": "2022-10-31T14:05:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01755", "timestamp": "2023-08-13T03:57:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01756", "timestamp": "2024-11-13T07:27:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01757", "timestamp": "2025-01-04T15:41:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01758", "timestamp": "2024-03-23T23:08:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01759", "timestamp": "2024-10-12T03:08:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01760", "timestamp": "2022-03-23T12:38:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01761", "timestamp": "2023-03-07T09:06:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01762", "timestamp": "2023-05-31T19:43:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01763", "timestamp": "2023-11-18T06:47:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01764", "timestamp": "2022-10-13T05:11:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01765", "timestamp": "2022-01-06T08:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01766", "timestamp": "2025-01-11T01:23:00", "year": 2025, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX8130034534", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8130034534). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01767", "timestamp": "2024-10-06T09:15:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01768", "timestamp": "2024-01-06T16:43:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01769", "timestamp": "2024-11-04T11:48:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01770", "timestamp": "2023-01-31T18:04:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01771", "timestamp": "2024-05-11T06:04:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01772", "timestamp": "2025-04-13T11:28:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01773", "timestamp": "2025-11-23T01:30:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01774", "timestamp": "2025-02-27T19:21:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01775", "timestamp": "2022-01-05T13:53:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01776", "timestamp": "2025-11-08T06:42:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01777", "timestamp": "2025-11-20T21:39:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01778", "timestamp": "2025-09-25T02:46:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01779", "timestamp": "2024-06-22T00:40:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01780", "timestamp": "2024-05-04T09:48:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01781", "timestamp": "2023-06-12T07:29:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01782", "timestamp": "2023-04-30T05:27:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01783", "timestamp": "2023-10-23T22:08:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01784", "timestamp": "2022-06-22T04:04:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01785", "timestamp": "2024-06-08T20:17:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01786", "timestamp": "2025-09-06T01:07:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01787", "timestamp": "2025-08-31T15:42:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01788", "timestamp": "2025-12-10T11:16:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01789", "timestamp": "2024-05-06T15:44:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01790", "timestamp": "2025-05-11T06:34:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01791", "timestamp": "2025-02-18T07:40:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9206928170) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01792", "timestamp": "2023-06-05T16:13:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01793", "timestamp": "2024-08-27T17:35:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01794", "timestamp": "2024-11-30T07:04:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01795", "timestamp": "2024-07-02T13:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01796", "timestamp": "2025-08-16T08:50:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01797", "timestamp": "2025-06-10T22:10:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01798", "timestamp": "2023-12-19T06:43:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01799", "timestamp": "2024-08-18T07:43:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8955212830). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01800", "timestamp": "2023-06-22T00:56:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01801", "timestamp": "2023-07-08T20:09:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01802", "timestamp": "2024-01-27T11:30:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01803", "timestamp": "2025-12-31T04:04:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5721203875) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01804", "timestamp": "2025-01-27T23:46:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01805", "timestamp": "2023-10-01T14:31:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01806", "timestamp": "2023-02-18T19:31:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01807", "timestamp": "2022-09-14T02:47:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01808", "timestamp": "2023-12-20T14:10:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_01809", "timestamp": "2022-05-31T16:53:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01810", "timestamp": "2023-02-19T23:10:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01811", "timestamp": "2023-06-28T19:22:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01812", "timestamp": "2024-12-09T08:27:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6737037725). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01813", "timestamp": "2022-08-25T13:15:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01814", "timestamp": "2024-08-13T10:55:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01815", "timestamp": "2025-01-09T03:06:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01816", "timestamp": "2023-06-03T04:30:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01817", "timestamp": "2024-10-25T07:07:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01818", "timestamp": "2025-08-23T01:19:00", "year": 2025, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1470682722) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01819", "timestamp": "2025-02-04T03:21:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01820", "timestamp": "2025-11-03T02:09:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01821", "timestamp": "2022-05-27T20:27:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01822", "timestamp": "2025-12-25T01:56:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01823", "timestamp": "2022-11-09T13:58:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01824", "timestamp": "2023-02-27T14:44:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01825", "timestamp": "2023-12-19T12:21:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01826", "timestamp": "2025-01-24T00:10:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01827", "timestamp": "2022-02-27T09:55:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01828", "timestamp": "2025-06-23T03:57:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01829", "timestamp": "2023-11-18T01:15:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01830", "timestamp": "2024-11-14T09:21:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01831", "timestamp": "2022-11-20T15:27:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01832", "timestamp": "2025-01-23T18:20:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01833", "timestamp": "2023-06-13T03:03:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01834", "timestamp": "2023-04-23T05:37:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01835", "timestamp": "2025-07-09T03:32:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01836", "timestamp": "2024-07-21T10:54:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01837", "timestamp": "2023-10-06T12:56:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01838", "timestamp": "2023-06-23T13:45:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01839", "timestamp": "2025-02-27T07:00:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01840", "timestamp": "2025-08-20T04:41:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2652430454) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01841", "timestamp": "2025-07-16T08:12:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01842", "timestamp": "2025-01-28T18:08:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01843", "timestamp": "2025-12-29T17:27:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01844", "timestamp": "2025-04-05T13:24:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01845", "timestamp": "2024-06-22T11:08:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01846", "timestamp": "2025-02-23T13:08:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01847", "timestamp": "2024-05-05T08:36:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01848", "timestamp": "2022-05-16T08:08:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01849", "timestamp": "2024-12-04T03:52:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_01850", "timestamp": "2022-03-09T07:04:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01851", "timestamp": "2023-02-13T02:01:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01852", "timestamp": "2022-04-13T13:54:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01853", "timestamp": "2022-11-15T21:52:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01854", "timestamp": "2023-06-11T03:10:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01855", "timestamp": "2024-10-30T00:12:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01856", "timestamp": "2022-04-18T06:06:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01857", "timestamp": "2025-04-21T02:48:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01858", "timestamp": "2023-07-15T05:02:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01859", "timestamp": "2023-07-09T09:23:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01860", "timestamp": "2023-02-16T17:59:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01861", "timestamp": "2023-06-21T21:39:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01862", "timestamp": "2025-01-25T19:42:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_01863", "timestamp": "2022-01-14T07:57:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01864", "timestamp": "2022-05-01T02:14:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX9551139975", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01865", "timestamp": "2022-12-14T07:03:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01866", "timestamp": "2022-03-04T14:10:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01867", "timestamp": "2023-03-03T11:16:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01868", "timestamp": "2022-04-19T06:23:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01869", "timestamp": "2022-06-07T01:03:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01870", "timestamp": "2025-12-05T07:53:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01871", "timestamp": "2023-05-24T17:11:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01872", "timestamp": "2025-08-16T21:22:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01873", "timestamp": "2025-12-06T11:51:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01874", "timestamp": "2023-11-20T18:55:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01875", "timestamp": "2022-08-14T00:59:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01876", "timestamp": "2024-07-10T16:27:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01877", "timestamp": "2024-12-11T00:34:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_01878", "timestamp": "2024-05-08T19:42:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01879", "timestamp": "2022-12-22T09:58:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01880", "timestamp": "2022-12-04T21:39:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01881", "timestamp": "2024-06-22T17:07:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01882", "timestamp": "2023-01-02T04:38:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4586580199", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4586580199) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01883", "timestamp": "2024-07-12T21:21:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01884", "timestamp": "2024-04-29T11:13:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01885", "timestamp": "2022-10-12T20:27:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6312631844", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6312631844) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01886", "timestamp": "2024-07-31T11:46:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01887", "timestamp": "2024-07-24T15:35:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01888", "timestamp": "2024-12-16T23:07:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01889", "timestamp": "2022-08-29T14:36:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01890", "timestamp": "2025-07-25T17:27:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01891", "timestamp": "2022-06-07T01:39:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01892", "timestamp": "2024-10-05T10:16:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01893", "timestamp": "2025-12-03T18:08:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01894", "timestamp": "2023-02-22T21:33:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01895", "timestamp": "2025-02-25T15:08:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01896", "timestamp": "2022-05-28T17:55:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01897", "timestamp": "2025-11-11T00:45:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01898", "timestamp": "2022-12-27T20:48:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01899", "timestamp": "2024-02-26T07:21:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01900", "timestamp": "2025-02-26T12:37:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01901", "timestamp": "2023-11-08T17:52:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01902", "timestamp": "2023-11-16T01:46:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01903", "timestamp": "2022-03-16T10:53:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5478204690). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01904", "timestamp": "2024-12-16T19:34:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5010129225", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5010129225) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01905", "timestamp": "2024-09-03T14:22:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01906", "timestamp": "2022-02-02T13:07:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01907", "timestamp": "2023-06-25T03:52:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01908", "timestamp": "2022-04-14T05:05:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9022630753). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01909", "timestamp": "2022-02-09T11:18:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_01910", "timestamp": "2025-05-22T21:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01911", "timestamp": "2022-03-07T12:33:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01912", "timestamp": "2022-12-21T07:13:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01913", "timestamp": "2022-09-14T08:55:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01914", "timestamp": "2024-06-20T14:08:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01915", "timestamp": "2025-05-02T16:39:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01916", "timestamp": "2025-08-26T05:42:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01917", "timestamp": "2025-05-09T16:18:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01918", "timestamp": "2024-03-02T08:37:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01919", "timestamp": "2024-12-14T07:00:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01920", "timestamp": "2022-03-18T20:25:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01921", "timestamp": "2023-04-05T00:24:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7644298571) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01922", "timestamp": "2022-05-15T12:26:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01923", "timestamp": "2024-08-29T21:25:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01924", "timestamp": "2023-07-27T20:41:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01925", "timestamp": "2024-10-23T14:36:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01926", "timestamp": "2022-03-22T02:00:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01927", "timestamp": "2023-04-09T04:08:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01928", "timestamp": "2023-04-07T07:48:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01929", "timestamp": "2024-02-21T18:35:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01930", "timestamp": "2024-07-02T02:57:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01931", "timestamp": "2023-06-09T09:10:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01932", "timestamp": "2023-10-19T01:58:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01933", "timestamp": "2023-09-13T17:28:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01934", "timestamp": "2022-02-15T07:03:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01935", "timestamp": "2022-04-01T02:45:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01936", "timestamp": "2025-06-26T22:00:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01937", "timestamp": "2024-09-10T01:37:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_01938", "timestamp": "2025-03-15T10:25:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01939", "timestamp": "2022-05-08T01:45:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0826698426) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01940", "timestamp": "2025-07-20T23:41:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01941", "timestamp": "2025-08-29T21:43:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7304068397). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01942", "timestamp": "2025-08-22T19:24:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01943", "timestamp": "2022-11-19T13:37:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01944", "timestamp": "2025-02-13T02:29:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01945", "timestamp": "2022-07-23T11:48:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01946", "timestamp": "2023-03-18T18:44:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_01947", "timestamp": "2024-11-13T08:56:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01948", "timestamp": "2025-06-26T21:44:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3559927859", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3559927859) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01949", "timestamp": "2022-04-22T02:58:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01950", "timestamp": "2023-04-11T11:14:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_01951", "timestamp": "2023-06-09T03:23:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01952", "timestamp": "2024-01-07T14:26:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01953", "timestamp": "2023-01-06T10:12:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_01954", "timestamp": "2025-07-29T02:36:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01955", "timestamp": "2025-10-21T21:24:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01956", "timestamp": "2024-03-26T09:49:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01957", "timestamp": "2024-03-30T00:40:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01958", "timestamp": "2025-01-10T11:22:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01959", "timestamp": "2023-08-10T04:12:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1850695246) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01960", "timestamp": "2023-05-22T10:10:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_01961", "timestamp": "2024-02-15T12:52:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01962", "timestamp": "2024-10-04T01:23:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_01963", "timestamp": "2022-10-19T03:37:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01964", "timestamp": "2025-07-20T12:57:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01965", "timestamp": "2023-08-07T09:02:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01966", "timestamp": "2024-10-21T20:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01967", "timestamp": "2025-11-15T22:24:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01968", "timestamp": "2025-10-07T07:42:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01969", "timestamp": "2024-01-07T13:53:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_01970", "timestamp": "2025-11-02T03:08:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01971", "timestamp": "2025-06-05T13:28:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01972", "timestamp": "2024-09-16T22:58:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX6558680711", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6558680711). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01973", "timestamp": "2025-12-11T21:10:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_01974", "timestamp": "2024-11-03T07:26:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX0314480905", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01975", "timestamp": "2024-07-10T15:53:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01976", "timestamp": "2025-12-12T19:32:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_01977", "timestamp": "2024-03-08T22:19:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01978", "timestamp": "2023-04-26T17:22:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_01979", "timestamp": "2025-09-29T17:29:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01980", "timestamp": "2022-03-20T03:17:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5082923629) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01981", "timestamp": "2022-08-02T13:44:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_01982", "timestamp": "2025-07-17T02:14:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0360416149) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01983", "timestamp": "2024-01-14T17:09:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_01984", "timestamp": "2024-02-19T18:00:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_01985", "timestamp": "2024-04-07T09:14:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX4889933290", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01986", "timestamp": "2025-05-17T03:19:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7836188715). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_01987", "timestamp": "2022-06-05T13:25:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_01988", "timestamp": "2025-10-17T15:52:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_01989", "timestamp": "2024-02-26T21:58:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01990", "timestamp": "2024-08-23T07:27:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_01991", "timestamp": "2024-12-23T06:31:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_01992", "timestamp": "2024-09-23T15:02:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_01993", "timestamp": "2022-03-03T04:50:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_01994", "timestamp": "2024-07-26T19:52:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_01995", "timestamp": "2022-12-21T15:27:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3048052165) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_01996", "timestamp": "2025-02-01T22:12:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_01997", "timestamp": "2024-10-11T06:02:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_01998", "timestamp": "2023-07-21T05:29:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_01999", "timestamp": "2023-11-30T23:31:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02000", "timestamp": "2022-08-06T04:10:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02001", "timestamp": "2022-07-31T14:13:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02002", "timestamp": "2025-10-21T02:14:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02003", "timestamp": "2025-11-11T05:25:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02004", "timestamp": "2022-10-20T20:17:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02005", "timestamp": "2022-06-09T19:20:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02006", "timestamp": "2025-10-22T04:51:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_02007", "timestamp": "2025-09-10T03:14:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02008", "timestamp": "2024-12-24T17:31:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02009", "timestamp": "2023-06-08T09:55:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02010", "timestamp": "2023-08-14T20:59:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02011", "timestamp": "2023-09-09T03:59:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02012", "timestamp": "2024-11-25T13:10:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02013", "timestamp": "2022-12-22T10:05:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02014", "timestamp": "2022-07-25T15:31:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02015", "timestamp": "2025-04-24T06:19:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02016", "timestamp": "2023-05-24T00:49:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02017", "timestamp": "2025-12-15T01:42:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02018", "timestamp": "2023-05-30T07:35:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02019", "timestamp": "2023-09-25T15:37:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02020", "timestamp": "2022-03-12T19:06:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02021", "timestamp": "2023-05-10T20:40:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02022", "timestamp": "2025-03-19T18:35:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02023", "timestamp": "2023-07-01T02:45:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02024", "timestamp": "2022-06-10T12:28:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02025", "timestamp": "2024-11-20T02:53:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02026", "timestamp": "2024-02-20T13:51:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02027", "timestamp": "2022-03-03T21:56:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02028", "timestamp": "2024-10-29T00:43:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02029", "timestamp": "2022-01-11T04:20:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02030", "timestamp": "2023-09-27T15:06:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02031", "timestamp": "2023-02-09T20:40:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02032", "timestamp": "2024-05-11T00:03:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02033", "timestamp": "2025-12-03T10:21:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02034", "timestamp": "2025-05-17T21:45:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02035", "timestamp": "2024-10-25T03:53:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0669929951", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02036", "timestamp": "2023-11-26T10:34:00", "year": 2023, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX5833019854", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02037", "timestamp": "2022-02-14T00:28:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9487582921) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02038", "timestamp": "2024-08-14T11:32:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02039", "timestamp": "2024-06-07T22:13:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02040", "timestamp": "2025-11-25T09:29:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02041", "timestamp": "2023-03-14T19:38:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02042", "timestamp": "2025-07-09T18:39:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02043", "timestamp": "2024-04-15T19:16:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02044", "timestamp": "2023-05-28T23:55:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_02045", "timestamp": "2022-05-18T14:16:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02046", "timestamp": "2023-09-26T14:27:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02047", "timestamp": "2022-08-24T15:51:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02048", "timestamp": "2023-08-28T12:17:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02049", "timestamp": "2025-12-07T07:22:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02050", "timestamp": "2024-08-16T02:14:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02051", "timestamp": "2023-12-09T16:58:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02052", "timestamp": "2025-01-28T11:30:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02053", "timestamp": "2025-03-18T22:22:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02054", "timestamp": "2025-05-27T16:32:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02055", "timestamp": "2025-08-12T03:04:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02056", "timestamp": "2022-04-20T07:38:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02057", "timestamp": "2023-08-30T18:50:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02058", "timestamp": "2022-01-09T23:23:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02059", "timestamp": "2024-11-28T19:30:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02060", "timestamp": "2025-03-24T20:26:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02061", "timestamp": "2025-01-01T22:32:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02062", "timestamp": "2025-05-02T06:47:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02063", "timestamp": "2022-02-27T05:42:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02064", "timestamp": "2024-05-07T05:29:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02065", "timestamp": "2025-01-16T11:04:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02066", "timestamp": "2023-08-11T13:44:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02067", "timestamp": "2024-05-18T09:24:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02068", "timestamp": "2024-05-15T03:03:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02069", "timestamp": "2025-10-31T07:59:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02070", "timestamp": "2023-10-28T05:27:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02071", "timestamp": "2025-08-09T02:36:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02072", "timestamp": "2023-11-09T00:12:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02073", "timestamp": "2025-11-18T01:35:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02074", "timestamp": "2023-12-28T19:36:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02075", "timestamp": "2023-05-09T10:27:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8173802996", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8173802996) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02076", "timestamp": "2025-10-31T04:38:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02077", "timestamp": "2022-09-02T14:13:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02078", "timestamp": "2024-12-09T15:08:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02079", "timestamp": "2022-08-10T17:36:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02080", "timestamp": "2025-12-17T04:17:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02081", "timestamp": "2023-02-08T13:46:00", "year": 2023, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX6039743140", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02082", "timestamp": "2023-03-30T00:38:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02083", "timestamp": "2022-11-10T00:25:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02084", "timestamp": "2024-11-27T02:46:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02085", "timestamp": "2024-10-19T15:54:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02086", "timestamp": "2025-06-12T18:30:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02087", "timestamp": "2025-07-27T11:09:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02088", "timestamp": "2022-03-02T18:53:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02089", "timestamp": "2022-12-18T20:00:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02090", "timestamp": "2022-03-27T00:35:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02091", "timestamp": "2024-08-20T17:42:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02092", "timestamp": "2023-02-13T15:19:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_02093", "timestamp": "2022-12-10T08:17:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02094", "timestamp": "2024-08-22T05:31:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02095", "timestamp": "2025-03-17T12:53:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02096", "timestamp": "2024-02-02T19:31:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02097", "timestamp": "2025-02-04T23:25:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02098", "timestamp": "2024-05-31T08:13:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02099", "timestamp": "2024-12-06T06:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02100", "timestamp": "2024-10-16T05:01:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02101", "timestamp": "2022-04-10T01:14:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02102", "timestamp": "2023-02-15T04:58:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02103", "timestamp": "2025-06-19T07:22:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02104", "timestamp": "2023-08-20T14:50:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02105", "timestamp": "2025-11-30T11:30:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02106", "timestamp": "2023-03-26T14:53:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02107", "timestamp": "2024-01-31T21:39:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02108", "timestamp": "2023-02-23T05:09:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02109", "timestamp": "2023-12-29T09:03:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02110", "timestamp": "2024-11-27T22:37:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02111", "timestamp": "2024-07-01T19:01:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02112", "timestamp": "2025-11-20T19:27:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02113", "timestamp": "2022-04-06T22:25:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02114", "timestamp": "2024-11-29T07:15:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02115", "timestamp": "2022-01-30T08:42:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02116", "timestamp": "2022-06-23T07:59:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02117", "timestamp": "2023-08-07T05:18:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02118", "timestamp": "2024-02-04T17:11:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02119", "timestamp": "2022-07-07T19:46:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4561047566) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02120", "timestamp": "2024-03-25T06:50:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02121", "timestamp": "2022-03-07T13:08:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02122", "timestamp": "2025-05-21T00:02:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02123", "timestamp": "2025-02-19T02:55:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02124", "timestamp": "2024-08-28T19:23:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4669070782) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02125", "timestamp": "2023-04-02T23:19:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1384329897) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02126", "timestamp": "2025-04-19T18:13:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02127", "timestamp": "2024-10-23T07:05:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2632263569", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2632263569) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02128", "timestamp": "2023-09-10T12:26:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7449685561) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02129", "timestamp": "2023-07-11T04:33:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02130", "timestamp": "2022-01-08T08:32:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02131", "timestamp": "2022-09-22T03:05:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02132", "timestamp": "2022-07-08T16:54:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02133", "timestamp": "2025-04-25T23:46:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02134", "timestamp": "2023-06-12T13:32:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02135", "timestamp": "2025-09-15T10:55:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02136", "timestamp": "2023-08-30T00:26:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02137", "timestamp": "2023-07-31T16:35:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02138", "timestamp": "2024-07-19T18:38:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02139", "timestamp": "2022-04-15T03:51:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02140", "timestamp": "2022-05-04T07:59:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02141", "timestamp": "2024-12-14T11:47:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02142", "timestamp": "2023-05-08T22:44:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02143", "timestamp": "2022-05-24T22:08:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02144", "timestamp": "2023-05-13T12:26:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02145", "timestamp": "2023-11-11T15:18:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02146", "timestamp": "2023-09-20T18:42:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02147", "timestamp": "2025-11-27T21:18:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02148", "timestamp": "2023-04-11T23:20:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02149", "timestamp": "2024-03-20T10:38:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02150", "timestamp": "2023-07-06T00:03:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02151", "timestamp": "2024-02-20T12:15:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX3450618427", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3450618427). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02152", "timestamp": "2024-06-03T00:14:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02153", "timestamp": "2023-05-19T01:28:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02154", "timestamp": "2025-07-22T04:31:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02155", "timestamp": "2024-07-21T13:20:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02156", "timestamp": "2024-09-03T04:37:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02157", "timestamp": "2022-06-29T19:49:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02158", "timestamp": "2022-01-27T23:54:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02159", "timestamp": "2022-03-31T14:46:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02160", "timestamp": "2025-08-20T08:23:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02161", "timestamp": "2022-05-31T17:37:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02162", "timestamp": "2025-02-18T08:45:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02163", "timestamp": "2024-07-26T14:58:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02164", "timestamp": "2023-11-23T22:05:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7850787056", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7850787056) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02165", "timestamp": "2024-09-04T00:19:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02166", "timestamp": "2022-08-30T18:52:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02167", "timestamp": "2022-01-09T20:50:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02168", "timestamp": "2022-09-02T08:48:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02169", "timestamp": "2024-02-28T23:04:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02170", "timestamp": "2025-03-23T21:47:00", "year": 2025, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6407350080) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02171", "timestamp": "2024-10-20T18:33:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02172", "timestamp": "2022-09-26T14:06:00", "year": 2022, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5757965456) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02173", "timestamp": "2025-07-02T08:22:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02174", "timestamp": "2022-04-15T05:05:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02175", "timestamp": "2025-12-17T01:41:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02176", "timestamp": "2022-03-13T14:48:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02177", "timestamp": "2025-06-18T14:42:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02178", "timestamp": "2023-02-18T22:32:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02179", "timestamp": "2024-05-06T10:36:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5473278679", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5473278679) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02180", "timestamp": "2024-06-10T04:10:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02181", "timestamp": "2022-11-21T08:44:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX7440560094", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7440560094). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02182", "timestamp": "2023-09-29T12:32:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02183", "timestamp": "2024-01-20T23:50:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02184", "timestamp": "2025-05-22T09:47:00", "year": 2025, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9007629923) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02185", "timestamp": "2024-06-05T09:28:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02186", "timestamp": "2024-08-27T18:22:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02187", "timestamp": "2025-10-06T02:36:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02188", "timestamp": "2023-04-17T18:02:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6674032904", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02189", "timestamp": "2023-08-13T02:43:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02190", "timestamp": "2024-09-30T13:48:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02191", "timestamp": "2025-08-16T04:08:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02192", "timestamp": "2024-02-03T03:23:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02193", "timestamp": "2024-08-22T13:51:00", "year": 2024, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9184836266) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02194", "timestamp": "2023-05-30T18:58:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02195", "timestamp": "2025-07-03T06:02:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02196", "timestamp": "2023-07-30T05:26:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02197", "timestamp": "2022-08-10T08:33:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02198", "timestamp": "2024-08-30T19:04:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02199", "timestamp": "2022-10-07T06:50:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02200", "timestamp": "2022-12-07T16:43:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02201", "timestamp": "2024-09-09T10:54:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9647525687", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9647525687) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02202", "timestamp": "2024-12-12T19:15:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02203", "timestamp": "2024-06-20T06:34:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02204", "timestamp": "2022-08-11T10:34:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02205", "timestamp": "2023-07-14T03:39:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02206", "timestamp": "2023-11-23T17:20:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02207", "timestamp": "2023-07-25T23:28:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02208", "timestamp": "2024-05-02T19:37:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02209", "timestamp": "2023-09-24T03:39:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_02210", "timestamp": "2023-08-10T19:09:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02211", "timestamp": "2024-07-28T22:36:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02212", "timestamp": "2022-01-05T06:45:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02213", "timestamp": "2023-02-25T14:33:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02214", "timestamp": "2022-08-29T10:31:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02215", "timestamp": "2024-07-19T09:04:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02216", "timestamp": "2024-08-05T16:14:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02217", "timestamp": "2023-03-01T05:36:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02218", "timestamp": "2024-05-19T15:36:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02219", "timestamp": "2025-02-04T19:17:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02220", "timestamp": "2023-04-17T07:23:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02221", "timestamp": "2024-09-06T02:41:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02222", "timestamp": "2022-03-07T12:29:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8664131671) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02223", "timestamp": "2023-02-04T14:00:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02224", "timestamp": "2023-02-07T05:24:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02225", "timestamp": "2023-09-09T14:16:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02226", "timestamp": "2024-11-03T10:50:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02227", "timestamp": "2023-09-11T01:32:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02228", "timestamp": "2024-12-13T21:57:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02229", "timestamp": "2025-01-01T03:09:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02230", "timestamp": "2023-03-31T19:34:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02231", "timestamp": "2023-05-07T15:41:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02232", "timestamp": "2024-08-10T17:23:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02233", "timestamp": "2022-03-20T01:30:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02234", "timestamp": "2024-09-22T22:37:00", "year": 2024, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7918146339) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02235", "timestamp": "2023-06-23T09:00:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02236", "timestamp": "2023-05-11T20:41:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02237", "timestamp": "2024-09-05T02:33:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02238", "timestamp": "2024-05-16T11:04:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02239", "timestamp": "2024-02-28T05:05:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02240", "timestamp": "2025-11-18T10:28:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02241", "timestamp": "2023-08-29T11:43:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02242", "timestamp": "2024-03-22T21:20:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02243", "timestamp": "2022-04-12T08:13:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02244", "timestamp": "2025-08-28T04:37:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02245", "timestamp": "2025-03-24T11:34:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02246", "timestamp": "2023-02-11T15:55:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02247", "timestamp": "2024-11-26T08:15:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02248", "timestamp": "2025-02-07T05:21:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02249", "timestamp": "2022-01-17T16:21:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02250", "timestamp": "2025-12-23T16:52:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8712723592). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02251", "timestamp": "2022-08-08T08:15:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02252", "timestamp": "2024-01-25T08:49:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02253", "timestamp": "2024-01-09T16:05:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02254", "timestamp": "2024-09-20T07:27:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02255", "timestamp": "2025-03-09T23:06:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02256", "timestamp": "2025-03-28T11:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02257", "timestamp": "2025-05-02T18:41:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02258", "timestamp": "2023-08-18T04:48:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02259", "timestamp": "2025-05-27T05:47:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02260", "timestamp": "2023-04-30T14:25:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02261", "timestamp": "2022-12-12T03:30:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02262", "timestamp": "2023-09-25T00:20:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX9912423440", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9912423440). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02263", "timestamp": "2023-01-06T01:41:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02264", "timestamp": "2025-07-23T22:56:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02265", "timestamp": "2022-02-11T13:48:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02266", "timestamp": "2023-01-02T03:05:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8424865019", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8424865019) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02267", "timestamp": "2023-04-13T09:13:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02268", "timestamp": "2025-02-15T05:24:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02269", "timestamp": "2024-08-27T11:03:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02270", "timestamp": "2024-08-05T10:05:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02271", "timestamp": "2024-06-25T16:10:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02272", "timestamp": "2025-08-11T19:24:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02273", "timestamp": "2022-05-02T14:54:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02274", "timestamp": "2024-06-04T00:40:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02275", "timestamp": "2024-04-04T21:00:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02276", "timestamp": "2024-05-08T01:13:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0040676780) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02277", "timestamp": "2022-05-04T17:00:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02278", "timestamp": "2025-09-05T15:36:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02279", "timestamp": "2025-08-02T22:30:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02280", "timestamp": "2023-04-02T17:49:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02281", "timestamp": "2023-12-05T12:08:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02282", "timestamp": "2025-02-07T15:18:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02283", "timestamp": "2022-01-12T09:34:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02284", "timestamp": "2023-12-04T06:16:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02285", "timestamp": "2025-06-10T07:20:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02286", "timestamp": "2024-04-12T01:53:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_02287", "timestamp": "2024-05-15T01:04:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0232487799) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02288", "timestamp": "2025-05-01T14:52:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02289", "timestamp": "2024-08-23T04:57:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02290", "timestamp": "2022-04-03T05:22:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02291", "timestamp": "2023-01-27T12:17:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02292", "timestamp": "2024-08-23T13:17:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX5656667439", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5656667439). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02293", "timestamp": "2022-05-09T15:08:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02294", "timestamp": "2022-10-25T01:40:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02295", "timestamp": "2022-09-19T13:47:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02296", "timestamp": "2025-07-28T03:27:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02297", "timestamp": "2023-08-21T01:07:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02298", "timestamp": "2022-03-25T08:55:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02299", "timestamp": "2024-01-30T23:42:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6859624557). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02300", "timestamp": "2022-09-12T14:08:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02301", "timestamp": "2025-11-14T13:50:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02302", "timestamp": "2022-10-13T17:14:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02303", "timestamp": "2023-10-12T23:16:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02304", "timestamp": "2024-10-08T22:41:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02305", "timestamp": "2022-06-05T22:53:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02306", "timestamp": "2022-05-08T15:44:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02307", "timestamp": "2025-07-03T04:45:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02308", "timestamp": "2022-10-21T20:48:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02309", "timestamp": "2022-08-28T11:11:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02310", "timestamp": "2023-03-18T14:21:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02311", "timestamp": "2022-07-20T12:12:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5380682296) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02312", "timestamp": "2023-07-06T01:19:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_02313", "timestamp": "2022-10-18T10:17:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02314", "timestamp": "2022-10-15T17:59:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02315", "timestamp": "2023-07-16T07:46:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02316", "timestamp": "2022-08-16T12:19:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02317", "timestamp": "2022-09-06T08:06:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02318", "timestamp": "2022-12-08T04:16:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02319", "timestamp": "2025-08-06T17:11:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02320", "timestamp": "2024-08-19T18:52:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02321", "timestamp": "2023-04-12T05:38:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02322", "timestamp": "2023-10-19T06:04:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02323", "timestamp": "2025-07-06T05:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02324", "timestamp": "2023-10-31T05:01:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4696361886) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02325", "timestamp": "2023-06-24T05:27:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX9077621036", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02326", "timestamp": "2024-10-23T03:01:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02327", "timestamp": "2023-09-13T09:30:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3144298506) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02328", "timestamp": "2025-03-22T21:23:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02329", "timestamp": "2023-09-23T04:47:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02330", "timestamp": "2024-12-31T23:12:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02331", "timestamp": "2023-03-24T15:57:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02332", "timestamp": "2025-09-17T04:05:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02333", "timestamp": "2022-01-05T17:12:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02334", "timestamp": "2022-10-19T22:58:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02335", "timestamp": "2022-01-16T02:53:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02336", "timestamp": "2024-01-20T09:57:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02337", "timestamp": "2024-03-13T04:53:00", "year": 2024, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX9178679825", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9178679825). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02338", "timestamp": "2023-02-07T21:09:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02339", "timestamp": "2022-11-05T08:37:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02340", "timestamp": "2025-04-30T19:40:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02341", "timestamp": "2024-01-19T15:48:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02342", "timestamp": "2025-09-14T06:13:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02343", "timestamp": "2023-07-05T19:22:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02344", "timestamp": "2025-02-02T23:00:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02345", "timestamp": "2025-09-21T10:31:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02346", "timestamp": "2023-04-13T08:49:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02347", "timestamp": "2022-04-23T01:25:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02348", "timestamp": "2023-07-04T14:51:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02349", "timestamp": "2022-08-17T08:03:00", "year": 2022, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX2291725039", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02350", "timestamp": "2024-05-25T03:56:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02351", "timestamp": "2024-08-30T01:24:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02352", "timestamp": "2025-10-10T08:41:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02353", "timestamp": "2022-04-05T17:56:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02354", "timestamp": "2024-06-26T04:17:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02355", "timestamp": "2024-09-16T17:16:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02356", "timestamp": "2025-11-10T11:43:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2426210166). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02357", "timestamp": "2023-10-10T07:10:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX3416499036", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02358", "timestamp": "2025-05-09T10:05:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02359", "timestamp": "2023-05-10T12:34:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02360", "timestamp": "2023-08-03T02:52:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02361", "timestamp": "2024-12-04T15:17:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02362", "timestamp": "2025-01-30T22:04:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02363", "timestamp": "2024-03-03T07:43:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02364", "timestamp": "2023-09-20T18:13:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02365", "timestamp": "2025-09-17T10:46:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02366", "timestamp": "2025-03-21T20:54:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02367", "timestamp": "2023-12-21T13:12:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02368", "timestamp": "2025-04-19T03:19:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02369", "timestamp": "2024-06-06T02:45:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02370", "timestamp": "2022-07-13T01:51:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02371", "timestamp": "2023-04-27T14:10:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02372", "timestamp": "2025-05-11T05:46:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02373", "timestamp": "2022-02-05T15:48:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02374", "timestamp": "2025-06-22T17:43:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02375", "timestamp": "2024-05-01T07:21:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02376", "timestamp": "2025-02-17T04:29:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02377", "timestamp": "2022-04-25T13:50:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02378", "timestamp": "2024-07-13T07:37:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02379", "timestamp": "2023-07-11T19:40:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02380", "timestamp": "2022-04-04T05:49:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02381", "timestamp": "2025-09-28T05:04:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02382", "timestamp": "2022-02-27T15:07:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02383", "timestamp": "2024-03-15T22:23:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02384", "timestamp": "2022-09-09T15:01:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02385", "timestamp": "2023-10-02T02:08:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02386", "timestamp": "2023-06-04T16:11:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02387", "timestamp": "2024-01-30T05:31:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02388", "timestamp": "2025-07-15T20:52:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02389", "timestamp": "2024-03-05T16:35:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02390", "timestamp": "2025-03-06T21:11:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02391", "timestamp": "2023-11-10T04:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02392", "timestamp": "2025-04-04T08:01:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02393", "timestamp": "2024-02-11T04:44:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02394", "timestamp": "2025-12-21T19:33:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02395", "timestamp": "2024-10-11T07:44:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02396", "timestamp": "2024-02-19T20:45:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02397", "timestamp": "2025-02-15T01:24:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02398", "timestamp": "2023-01-31T13:53:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02399", "timestamp": "2022-01-29T10:56:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02400", "timestamp": "2024-01-17T01:18:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02401", "timestamp": "2022-08-19T12:01:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02402", "timestamp": "2022-07-05T23:11:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02403", "timestamp": "2022-06-14T07:11:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02404", "timestamp": "2023-12-06T07:54:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02405", "timestamp": "2023-10-18T11:20:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02406", "timestamp": "2024-12-28T04:38:00", "year": 2024, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8409396886) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02407", "timestamp": "2022-10-08T06:14:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02408", "timestamp": "2025-12-18T21:06:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02409", "timestamp": "2022-01-22T15:48:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02410", "timestamp": "2025-03-21T00:30:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02411", "timestamp": "2024-07-03T12:08:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02412", "timestamp": "2025-05-30T17:24:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02413", "timestamp": "2023-11-16T07:46:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02414", "timestamp": "2025-01-15T07:38:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02415", "timestamp": "2022-08-28T00:44:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02416", "timestamp": "2025-11-06T15:12:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02417", "timestamp": "2024-06-14T11:57:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02418", "timestamp": "2022-12-29T02:45:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02419", "timestamp": "2024-01-04T18:28:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02420", "timestamp": "2023-10-26T19:23:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02421", "timestamp": "2024-11-10T00:17:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02422", "timestamp": "2025-01-19T11:01:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02423", "timestamp": "2025-01-05T00:22:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02424", "timestamp": "2023-10-09T13:43:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02425", "timestamp": "2022-06-02T16:33:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02426", "timestamp": "2025-08-28T03:53:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1203261827) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02427", "timestamp": "2024-11-16T15:10:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9810456615) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02428", "timestamp": "2023-03-30T05:53:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02429", "timestamp": "2024-10-07T21:00:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02430", "timestamp": "2024-08-23T16:46:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02431", "timestamp": "2022-07-06T14:30:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02432", "timestamp": "2022-02-20T01:19:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5608818723). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02433", "timestamp": "2024-10-31T06:33:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02434", "timestamp": "2025-11-23T20:35:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX5458796671", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02435", "timestamp": "2025-04-22T09:06:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02436", "timestamp": "2024-09-13T02:06:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02437", "timestamp": "2022-02-06T06:22:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02438", "timestamp": "2022-01-26T13:43:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02439", "timestamp": "2025-06-14T12:01:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02440", "timestamp": "2024-11-25T05:49:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02441", "timestamp": "2023-07-05T15:42:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02442", "timestamp": "2022-05-20T02:02:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6877611972) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02443", "timestamp": "2023-04-16T12:59:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02444", "timestamp": "2024-01-09T09:16:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02445", "timestamp": "2022-10-25T09:44:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02446", "timestamp": "2024-07-15T16:41:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02447", "timestamp": "2023-06-09T11:52:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02448", "timestamp": "2024-11-05T04:53:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02449", "timestamp": "2023-12-20T18:03:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02450", "timestamp": "2023-09-12T01:51:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02451", "timestamp": "2022-12-14T10:37:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02452", "timestamp": "2022-01-25T07:11:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02453", "timestamp": "2025-09-14T20:02:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02454", "timestamp": "2023-07-21T11:20:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02455", "timestamp": "2022-07-25T09:04:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02456", "timestamp": "2023-04-05T07:22:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02457", "timestamp": "2022-05-07T01:52:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4007727487) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02458", "timestamp": "2023-11-14T14:40:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02459", "timestamp": "2023-10-11T08:01:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02460", "timestamp": "2023-12-18T03:08:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02461", "timestamp": "2022-03-09T15:23:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02462", "timestamp": "2022-12-15T11:27:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02463", "timestamp": "2023-11-28T06:36:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8108156072) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02464", "timestamp": "2022-06-19T13:40:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02465", "timestamp": "2025-04-11T21:37:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9183271972", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9183271972) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02466", "timestamp": "2024-03-20T20:20:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02467", "timestamp": "2022-08-25T13:27:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_02468", "timestamp": "2024-09-07T09:48:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02469", "timestamp": "2023-10-31T14:32:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02470", "timestamp": "2024-05-18T04:17:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02471", "timestamp": "2022-03-04T00:17:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02472", "timestamp": "2022-01-13T02:26:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02473", "timestamp": "2025-02-19T06:23:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_02474", "timestamp": "2024-03-04T17:30:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02475", "timestamp": "2024-10-04T06:54:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02476", "timestamp": "2024-07-08T00:57:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_02477", "timestamp": "2025-11-29T18:44:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02478", "timestamp": "2022-07-11T00:24:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5666710221) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02479", "timestamp": "2023-09-30T21:08:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02480", "timestamp": "2023-03-08T05:51:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8446856619). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02481", "timestamp": "2025-05-08T06:24:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02482", "timestamp": "2023-06-09T01:19:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02483", "timestamp": "2025-10-08T04:22:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3331280777) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02484", "timestamp": "2023-08-09T04:01:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02485", "timestamp": "2025-02-11T03:44:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02486", "timestamp": "2023-12-27T06:09:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02487", "timestamp": "2025-03-01T17:59:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02488", "timestamp": "2024-10-06T02:33:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02489", "timestamp": "2023-03-27T18:16:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02490", "timestamp": "2025-08-22T08:19:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02491", "timestamp": "2023-08-19T15:59:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02492", "timestamp": "2024-12-18T16:51:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02493", "timestamp": "2022-11-11T04:22:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02494", "timestamp": "2023-06-06T12:52:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02495", "timestamp": "2025-03-21T02:29:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02496", "timestamp": "2025-06-06T22:59:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02497", "timestamp": "2024-12-12T12:21:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_02498", "timestamp": "2023-02-11T12:54:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02499", "timestamp": "2025-07-24T23:01:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02500", "timestamp": "2024-03-01T21:56:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02501", "timestamp": "2024-10-09T17:28:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02502", "timestamp": "2024-05-25T08:33:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02503", "timestamp": "2023-06-14T03:35:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02504", "timestamp": "2025-12-21T23:49:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02505", "timestamp": "2023-10-01T13:49:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02506", "timestamp": "2024-03-19T15:13:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02507", "timestamp": "2023-01-07T16:20:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02508", "timestamp": "2022-07-22T03:27:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02509", "timestamp": "2024-12-17T03:29:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02510", "timestamp": "2025-02-06T15:55:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02511", "timestamp": "2022-12-07T18:53:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5462792413). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02512", "timestamp": "2023-02-12T19:01:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1931152737", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1931152737) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02513", "timestamp": "2024-04-13T01:26:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02514", "timestamp": "2022-04-23T19:26:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02515", "timestamp": "2024-01-20T01:00:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02516", "timestamp": "2022-02-09T08:39:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02517", "timestamp": "2023-04-24T22:47:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02518", "timestamp": "2022-12-24T01:02:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02519", "timestamp": "2024-10-09T13:55:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02520", "timestamp": "2024-07-20T03:30:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02521", "timestamp": "2025-09-30T18:54:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02522", "timestamp": "2023-03-30T18:47:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02523", "timestamp": "2025-01-24T03:06:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02524", "timestamp": "2023-08-01T07:06:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02525", "timestamp": "2024-03-11T14:07:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02526", "timestamp": "2024-12-08T13:46:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4927678532) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02527", "timestamp": "2024-04-20T11:32:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02528", "timestamp": "2023-09-30T05:34:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02529", "timestamp": "2024-03-15T17:49:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02530", "timestamp": "2025-05-09T19:30:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02531", "timestamp": "2022-10-31T16:49:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02532", "timestamp": "2023-01-31T00:15:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02533", "timestamp": "2024-12-17T01:45:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02534", "timestamp": "2025-10-15T10:06:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02535", "timestamp": "2024-11-12T19:58:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02536", "timestamp": "2023-09-27T22:45:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02537", "timestamp": "2024-05-05T04:16:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02538", "timestamp": "2023-08-12T11:36:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02539", "timestamp": "2022-06-15T11:03:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02540", "timestamp": "2022-03-07T02:28:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1015600938) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02541", "timestamp": "2024-10-03T04:45:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02542", "timestamp": "2025-01-17T05:01:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02543", "timestamp": "2025-09-04T20:23:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02544", "timestamp": "2024-07-10T10:17:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02545", "timestamp": "2025-08-20T12:04:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02546", "timestamp": "2024-11-21T11:39:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02547", "timestamp": "2024-05-03T15:38:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02548", "timestamp": "2025-12-08T14:15:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02549", "timestamp": "2023-12-22T03:07:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02550", "timestamp": "2023-05-20T11:12:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02551", "timestamp": "2023-04-08T07:08:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02552", "timestamp": "2024-04-04T09:26:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02553", "timestamp": "2024-03-20T00:40:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02554", "timestamp": "2024-10-05T14:30:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02555", "timestamp": "2023-05-16T16:29:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02556", "timestamp": "2023-01-12T19:58:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02557", "timestamp": "2022-03-08T06:20:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02558", "timestamp": "2023-11-07T20:13:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02559", "timestamp": "2023-04-16T20:12:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02560", "timestamp": "2022-07-01T21:11:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02561", "timestamp": "2025-07-10T05:10:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02562", "timestamp": "2025-09-24T08:41:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02563", "timestamp": "2024-12-22T00:18:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3996429966). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02564", "timestamp": "2025-12-28T00:14:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02565", "timestamp": "2023-09-27T23:28:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02566", "timestamp": "2024-07-04T06:49:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02567", "timestamp": "2024-01-18T07:16:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02568", "timestamp": "2025-10-02T19:59:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02569", "timestamp": "2022-11-18T03:39:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0163083185) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02570", "timestamp": "2022-09-05T20:30:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02571", "timestamp": "2022-08-24T17:03:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02572", "timestamp": "2025-09-11T15:29:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02573", "timestamp": "2022-09-27T07:38:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02574", "timestamp": "2024-05-25T20:25:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02575", "timestamp": "2024-01-18T20:50:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02576", "timestamp": "2025-06-22T15:54:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02577", "timestamp": "2022-09-05T04:35:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02578", "timestamp": "2022-06-17T08:28:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02579", "timestamp": "2024-07-31T23:30:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02580", "timestamp": "2024-01-09T02:49:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02581", "timestamp": "2024-09-06T07:17:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02582", "timestamp": "2024-12-01T04:37:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02583", "timestamp": "2024-09-19T14:37:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02584", "timestamp": "2022-09-04T01:08:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02585", "timestamp": "2022-09-30T03:23:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02586", "timestamp": "2025-03-12T13:16:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02587", "timestamp": "2025-12-03T05:27:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02588", "timestamp": "2024-01-25T21:16:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02589", "timestamp": "2024-05-29T20:38:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02590", "timestamp": "2022-06-11T12:38:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02591", "timestamp": "2023-08-29T20:10:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4804466066). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02592", "timestamp": "2024-09-27T23:39:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02593", "timestamp": "2024-07-26T10:32:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02594", "timestamp": "2024-06-21T05:53:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02595", "timestamp": "2023-09-11T17:52:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02596", "timestamp": "2022-06-12T20:39:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02597", "timestamp": "2023-04-08T20:13:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02598", "timestamp": "2023-02-16T01:01:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02599", "timestamp": "2023-09-06T05:07:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02600", "timestamp": "2022-01-03T07:47:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02601", "timestamp": "2022-10-13T07:42:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02602", "timestamp": "2022-02-22T00:36:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02603", "timestamp": "2022-05-18T08:00:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02604", "timestamp": "2025-09-10T10:27:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02605", "timestamp": "2025-03-22T03:09:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02606", "timestamp": "2025-06-16T10:36:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02607", "timestamp": "2024-12-18T03:34:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02608", "timestamp": "2023-08-15T14:37:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02609", "timestamp": "2022-10-09T00:03:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02610", "timestamp": "2025-07-30T16:25:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02611", "timestamp": "2025-08-30T06:17:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02612", "timestamp": "2022-03-01T07:20:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02613", "timestamp": "2025-08-26T10:16:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02614", "timestamp": "2025-10-08T12:17:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02615", "timestamp": "2023-09-25T05:12:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02616", "timestamp": "2023-09-18T02:37:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02617", "timestamp": "2023-06-05T03:10:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02618", "timestamp": "2023-09-29T01:44:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02619", "timestamp": "2025-06-20T04:24:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02620", "timestamp": "2023-06-21T22:48:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02621", "timestamp": "2025-09-05T23:23:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02622", "timestamp": "2022-07-05T08:53:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02623", "timestamp": "2025-11-22T23:42:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02624", "timestamp": "2022-12-17T17:07:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_02625", "timestamp": "2024-12-11T05:19:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02626", "timestamp": "2023-02-22T05:54:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02627", "timestamp": "2024-01-20T20:04:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02628", "timestamp": "2025-07-06T14:47:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02629", "timestamp": "2023-04-06T21:12:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02630", "timestamp": "2025-07-03T01:10:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02631", "timestamp": "2025-11-27T11:30:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02632", "timestamp": "2025-10-03T13:31:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02633", "timestamp": "2023-11-04T11:53:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02634", "timestamp": "2025-09-01T00:14:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02635", "timestamp": "2022-09-06T17:59:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02636", "timestamp": "2024-07-09T14:45:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02637", "timestamp": "2025-11-20T07:00:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02638", "timestamp": "2025-11-03T09:22:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_02639", "timestamp": "2022-11-24T04:36:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02640", "timestamp": "2022-09-23T14:22:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02641", "timestamp": "2024-09-16T09:12:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02642", "timestamp": "2023-12-22T05:39:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6431249164). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02643", "timestamp": "2025-03-13T00:18:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02644", "timestamp": "2024-04-12T04:35:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02645", "timestamp": "2024-08-13T10:04:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02646", "timestamp": "2025-02-14T19:17:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02647", "timestamp": "2024-01-01T22:33:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02648", "timestamp": "2022-05-06T16:07:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02649", "timestamp": "2025-09-08T02:29:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02650", "timestamp": "2025-05-25T04:42:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02651", "timestamp": "2024-01-13T06:45:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02652", "timestamp": "2023-10-23T09:58:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02653", "timestamp": "2022-09-13T08:21:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02654", "timestamp": "2025-11-17T08:06:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02655", "timestamp": "2025-09-13T11:44:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02656", "timestamp": "2024-05-12T05:11:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02657", "timestamp": "2025-11-28T07:09:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02658", "timestamp": "2022-04-04T14:26:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02659", "timestamp": "2023-01-12T06:54:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02660", "timestamp": "2022-07-24T19:31:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02661", "timestamp": "2025-10-05T10:09:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02662", "timestamp": "2022-10-03T14:59:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02663", "timestamp": "2024-09-01T01:33:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02664", "timestamp": "2022-01-22T05:25:00", "year": 2022, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6418832183) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02665", "timestamp": "2023-09-07T07:40:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02666", "timestamp": "2022-06-29T16:59:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2488192223). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02667", "timestamp": "2025-03-23T05:57:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02668", "timestamp": "2022-03-09T03:45:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02669", "timestamp": "2022-08-09T12:50:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02670", "timestamp": "2024-09-11T07:25:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02671", "timestamp": "2024-10-02T18:13:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02672", "timestamp": "2022-03-03T10:33:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02673", "timestamp": "2022-07-06T19:14:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02674", "timestamp": "2022-07-21T10:31:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02675", "timestamp": "2023-05-20T05:30:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02676", "timestamp": "2023-08-19T04:56:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02677", "timestamp": "2024-07-19T11:57:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02678", "timestamp": "2022-01-19T08:29:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02679", "timestamp": "2025-09-26T15:47:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02680", "timestamp": "2022-06-08T09:14:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02681", "timestamp": "2023-07-15T00:30:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02682", "timestamp": "2025-08-21T22:46:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02683", "timestamp": "2022-01-22T08:22:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02684", "timestamp": "2022-02-05T13:33:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6291902842) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02685", "timestamp": "2023-11-30T17:04:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02686", "timestamp": "2023-12-23T06:34:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02687", "timestamp": "2022-04-12T00:50:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02688", "timestamp": "2025-12-10T00:31:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02689", "timestamp": "2023-09-22T15:06:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02690", "timestamp": "2025-06-14T11:05:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02691", "timestamp": "2025-10-10T23:47:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02692", "timestamp": "2023-08-04T19:38:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02693", "timestamp": "2024-02-20T23:49:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02694", "timestamp": "2023-01-17T16:03:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02695", "timestamp": "2024-03-15T03:57:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02696", "timestamp": "2022-10-19T21:37:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02697", "timestamp": "2023-10-10T05:55:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02698", "timestamp": "2022-04-12T17:58:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02699", "timestamp": "2025-09-28T21:49:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1816279597) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02700", "timestamp": "2024-10-23T14:58:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02701", "timestamp": "2025-02-12T02:41:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02702", "timestamp": "2025-08-02T00:43:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02703", "timestamp": "2025-06-18T10:03:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02704", "timestamp": "2023-06-26T17:09:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9355727902", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9355727902) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02705", "timestamp": "2023-01-14T00:41:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02706", "timestamp": "2023-01-27T17:59:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02707", "timestamp": "2023-08-02T19:59:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02708", "timestamp": "2023-03-17T04:34:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02709", "timestamp": "2023-10-31T23:21:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02710", "timestamp": "2023-03-18T04:33:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02711", "timestamp": "2022-09-30T23:20:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02712", "timestamp": "2022-06-13T01:58:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02713", "timestamp": "2023-01-01T01:43:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02714", "timestamp": "2025-01-31T22:31:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02715", "timestamp": "2024-05-25T11:19:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02716", "timestamp": "2024-05-10T21:10:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02717", "timestamp": "2023-05-22T14:10:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX4678388985", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02718", "timestamp": "2024-03-25T12:35:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02719", "timestamp": "2022-02-16T19:29:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02720", "timestamp": "2022-07-03T12:45:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9677412196) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02721", "timestamp": "2022-01-29T09:53:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6017796564", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6017796564) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02722", "timestamp": "2024-12-12T20:43:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02723", "timestamp": "2023-10-05T00:03:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7842874132", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7842874132) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02724", "timestamp": "2022-10-19T09:58:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02725", "timestamp": "2024-02-18T18:12:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02726", "timestamp": "2024-05-14T22:24:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02727", "timestamp": "2022-01-17T05:45:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02728", "timestamp": "2023-08-24T19:17:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02729", "timestamp": "2025-06-26T16:33:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02730", "timestamp": "2022-10-11T21:43:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02731", "timestamp": "2025-06-20T10:11:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02732", "timestamp": "2025-10-21T02:45:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02733", "timestamp": "2024-08-06T21:33:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02734", "timestamp": "2022-04-22T05:44:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02735", "timestamp": "2024-10-26T15:20:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02736", "timestamp": "2022-11-06T17:25:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02737", "timestamp": "2025-04-25T03:53:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02738", "timestamp": "2022-07-12T22:31:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02739", "timestamp": "2024-03-24T15:28:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7676296834", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7676296834) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02740", "timestamp": "2024-04-27T18:17:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02741", "timestamp": "2023-09-30T06:05:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02742", "timestamp": "2025-08-22T06:30:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02743", "timestamp": "2023-08-19T19:18:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02744", "timestamp": "2023-09-11T01:50:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02745", "timestamp": "2025-07-19T20:19:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02746", "timestamp": "2022-02-23T19:01:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02747", "timestamp": "2022-02-05T00:21:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02748", "timestamp": "2023-02-26T14:55:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02749", "timestamp": "2023-08-09T18:14:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1519726713) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02750", "timestamp": "2023-05-03T19:51:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02751", "timestamp": "2023-02-17T15:49:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02752", "timestamp": "2025-09-30T14:15:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02753", "timestamp": "2022-10-23T10:37:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02754", "timestamp": "2023-04-09T22:14:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02755", "timestamp": "2023-03-21T12:07:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02756", "timestamp": "2023-01-10T13:28:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02757", "timestamp": "2023-02-19T07:13:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02758", "timestamp": "2025-12-08T18:39:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2900929169", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2900929169) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02759", "timestamp": "2022-04-08T17:52:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02760", "timestamp": "2025-03-01T16:52:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02761", "timestamp": "2025-03-06T17:38:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02762", "timestamp": "2022-12-07T14:20:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02763", "timestamp": "2023-10-16T21:38:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02764", "timestamp": "2023-02-07T14:23:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02765", "timestamp": "2025-05-06T00:29:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02766", "timestamp": "2022-11-17T03:54:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02767", "timestamp": "2024-01-09T09:18:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4463905358). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02768", "timestamp": "2024-06-05T23:48:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02769", "timestamp": "2025-09-16T06:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02770", "timestamp": "2024-06-14T21:23:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02771", "timestamp": "2023-02-04T10:16:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02772", "timestamp": "2022-01-11T06:55:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02773", "timestamp": "2023-12-10T18:06:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6970301434) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02774", "timestamp": "2022-09-04T23:01:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1029548443). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02775", "timestamp": "2025-03-29T20:39:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02776", "timestamp": "2023-01-12T21:38:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02777", "timestamp": "2025-07-28T07:40:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02778", "timestamp": "2024-11-07T12:32:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02779", "timestamp": "2023-03-31T19:13:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02780", "timestamp": "2025-05-15T08:02:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0322074388). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02781", "timestamp": "2025-10-23T12:29:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02782", "timestamp": "2025-05-27T17:46:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02783", "timestamp": "2025-03-16T00:09:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02784", "timestamp": "2025-02-14T17:19:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02785", "timestamp": "2025-05-09T07:10:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02786", "timestamp": "2023-08-11T09:24:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02787", "timestamp": "2024-07-09T11:09:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7797670503", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7797670503) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02788", "timestamp": "2023-04-20T23:46:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1341153981). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02789", "timestamp": "2025-11-05T14:08:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02790", "timestamp": "2024-04-09T20:26:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02791", "timestamp": "2025-04-06T11:20:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02792", "timestamp": "2022-03-24T23:11:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02793", "timestamp": "2024-07-04T11:47:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02794", "timestamp": "2023-07-28T19:40:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02795", "timestamp": "2025-02-22T10:59:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02796", "timestamp": "2024-02-15T09:14:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02797", "timestamp": "2025-01-20T03:32:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02798", "timestamp": "2023-05-23T17:54:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02799", "timestamp": "2023-09-08T17:26:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02800", "timestamp": "2023-08-07T03:40:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02801", "timestamp": "2024-05-14T19:03:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02802", "timestamp": "2022-03-22T04:08:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02803", "timestamp": "2022-10-07T18:28:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02804", "timestamp": "2022-03-13T08:14:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02805", "timestamp": "2023-08-28T18:34:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02806", "timestamp": "2025-01-25T03:41:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02807", "timestamp": "2022-02-23T23:20:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02808", "timestamp": "2022-08-16T19:05:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02809", "timestamp": "2024-02-10T16:12:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02810", "timestamp": "2025-01-31T05:10:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02811", "timestamp": "2022-06-11T12:31:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02812", "timestamp": "2025-09-14T07:11:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0237530774) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02813", "timestamp": "2023-02-22T16:04:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02814", "timestamp": "2022-10-12T01:33:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02815", "timestamp": "2025-11-04T05:32:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02816", "timestamp": "2022-02-10T22:05:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02817", "timestamp": "2024-06-17T03:16:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02818", "timestamp": "2024-12-22T10:56:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02819", "timestamp": "2024-04-17T03:59:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02820", "timestamp": "2025-10-05T13:20:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02821", "timestamp": "2024-10-01T18:18:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02822", "timestamp": "2022-11-30T19:00:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02823", "timestamp": "2025-10-28T01:13:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02824", "timestamp": "2023-12-14T17:42:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02825", "timestamp": "2023-02-17T18:43:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02826", "timestamp": "2024-02-15T20:48:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02827", "timestamp": "2023-07-05T18:38:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02828", "timestamp": "2023-12-12T10:39:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02829", "timestamp": "2024-10-28T15:06:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02830", "timestamp": "2022-09-28T03:33:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02831", "timestamp": "2024-02-12T14:06:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02832", "timestamp": "2024-03-08T13:00:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02833", "timestamp": "2024-12-01T23:15:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02834", "timestamp": "2022-10-12T15:09:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02835", "timestamp": "2025-05-31T16:24:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02836", "timestamp": "2024-12-10T04:27:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02837", "timestamp": "2025-01-05T12:31:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02838", "timestamp": "2024-11-06T18:07:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02839", "timestamp": "2025-09-11T05:40:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02840", "timestamp": "2024-11-14T01:44:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02841", "timestamp": "2023-11-30T18:47:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02842", "timestamp": "2024-08-24T21:32:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02843", "timestamp": "2025-11-06T19:13:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02844", "timestamp": "2024-11-21T13:23:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02845", "timestamp": "2024-05-18T05:24:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02846", "timestamp": "2024-12-24T17:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02847", "timestamp": "2022-12-09T08:48:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6924179589) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02848", "timestamp": "2023-08-06T08:08:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02849", "timestamp": "2024-03-24T19:48:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02850", "timestamp": "2022-04-13T17:50:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02851", "timestamp": "2022-10-05T03:59:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02852", "timestamp": "2022-09-10T21:17:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02853", "timestamp": "2022-09-20T19:14:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02854", "timestamp": "2022-03-13T08:01:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1190147338", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1190147338) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02855", "timestamp": "2024-06-23T19:23:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02856", "timestamp": "2022-11-19T11:36:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02857", "timestamp": "2022-01-10T06:50:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02858", "timestamp": "2024-06-09T18:42:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02859", "timestamp": "2022-07-30T11:37:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02860", "timestamp": "2024-04-13T12:44:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02861", "timestamp": "2023-06-10T17:42:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02862", "timestamp": "2025-07-30T23:23:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02863", "timestamp": "2025-10-30T14:16:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02864", "timestamp": "2022-10-14T20:31:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02865", "timestamp": "2025-05-25T16:22:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3501549655) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02866", "timestamp": "2024-07-22T16:06:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02867", "timestamp": "2024-09-09T01:41:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02868", "timestamp": "2024-07-22T04:21:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02869", "timestamp": "2024-09-29T05:31:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02870", "timestamp": "2023-07-05T19:02:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02871", "timestamp": "2023-05-05T18:36:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02872", "timestamp": "2023-12-02T12:34:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02873", "timestamp": "2025-05-07T14:16:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02874", "timestamp": "2023-09-15T01:40:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02875", "timestamp": "2023-02-20T14:11:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02876", "timestamp": "2022-06-26T15:06:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02877", "timestamp": "2025-12-07T15:06:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02878", "timestamp": "2024-05-02T13:30:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02879", "timestamp": "2022-12-01T01:41:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02880", "timestamp": "2023-04-01T18:17:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02881", "timestamp": "2022-12-26T10:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02882", "timestamp": "2023-09-06T22:11:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02883", "timestamp": "2023-11-04T18:36:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02884", "timestamp": "2024-05-16T00:03:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02885", "timestamp": "2025-06-03T08:01:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02886", "timestamp": "2024-11-02T21:24:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02887", "timestamp": "2024-01-16T05:22:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02888", "timestamp": "2025-05-15T12:41:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02889", "timestamp": "2025-12-21T08:23:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02890", "timestamp": "2022-05-07T22:53:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02891", "timestamp": "2024-09-11T16:55:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_02892", "timestamp": "2025-09-30T05:26:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02893", "timestamp": "2023-05-19T22:03:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02894", "timestamp": "2024-01-14T04:04:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02895", "timestamp": "2023-01-17T21:59:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02896", "timestamp": "2025-06-02T11:23:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02897", "timestamp": "2025-11-17T23:42:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02898", "timestamp": "2023-09-15T11:37:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02899", "timestamp": "2023-04-15T11:34:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02900", "timestamp": "2025-09-15T18:56:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02901", "timestamp": "2023-10-12T06:37:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02902", "timestamp": "2024-11-14T06:37:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02903", "timestamp": "2024-05-08T18:45:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02904", "timestamp": "2025-10-03T02:06:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02905", "timestamp": "2024-10-24T20:12:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02906", "timestamp": "2025-10-22T12:43:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02907", "timestamp": "2023-04-21T00:22:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_02908", "timestamp": "2024-02-10T19:18:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02909", "timestamp": "2023-06-15T05:41:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02910", "timestamp": "2024-12-02T05:37:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02911", "timestamp": "2023-01-03T18:18:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_02912", "timestamp": "2025-08-18T06:16:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8635902755", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8635902755) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02913", "timestamp": "2025-07-23T09:54:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02914", "timestamp": "2025-07-19T20:48:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02915", "timestamp": "2024-08-04T05:12:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02916", "timestamp": "2022-08-06T04:26:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02917", "timestamp": "2025-09-23T19:06:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02918", "timestamp": "2024-03-27T20:57:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02919", "timestamp": "2022-07-14T08:10:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02920", "timestamp": "2025-12-29T02:36:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02921", "timestamp": "2023-06-10T12:47:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9278897660). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02922", "timestamp": "2023-11-13T04:06:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0848768909) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02923", "timestamp": "2022-04-02T23:17:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02924", "timestamp": "2024-10-13T20:50:00", "year": 2024, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX4199063905", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4199063905). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02925", "timestamp": "2022-09-15T19:09:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02926", "timestamp": "2023-04-12T07:57:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02927", "timestamp": "2022-04-29T18:32:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02928", "timestamp": "2024-05-11T03:16:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02929", "timestamp": "2022-04-04T13:20:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3953366472) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02930", "timestamp": "2024-02-29T23:42:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_02931", "timestamp": "2023-06-08T22:48:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02932", "timestamp": "2024-08-24T11:20:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02933", "timestamp": "2025-04-27T13:25:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02934", "timestamp": "2022-06-04T18:50:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_02935", "timestamp": "2023-01-19T19:17:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7604550829). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02936", "timestamp": "2025-05-19T02:46:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02937", "timestamp": "2024-04-28T05:04:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_02938", "timestamp": "2023-12-01T22:49:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02939", "timestamp": "2022-09-20T07:32:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_02940", "timestamp": "2023-04-27T10:30:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02941", "timestamp": "2024-08-02T09:16:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02942", "timestamp": "2023-04-29T16:24:00", "year": 2023, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX7678999610", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02943", "timestamp": "2023-08-26T09:44:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02944", "timestamp": "2024-12-13T12:41:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02945", "timestamp": "2024-04-25T17:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02946", "timestamp": "2023-09-15T00:50:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02947", "timestamp": "2023-03-19T06:02:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02948", "timestamp": "2022-02-22T01:53:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02949", "timestamp": "2025-11-16T12:18:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02950", "timestamp": "2022-03-27T06:54:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02951", "timestamp": "2024-09-05T06:50:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02952", "timestamp": "2023-09-27T11:45:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02953", "timestamp": "2025-10-02T16:55:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1430891268) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02954", "timestamp": "2022-03-08T16:03:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02955", "timestamp": "2023-01-14T14:25:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02956", "timestamp": "2025-06-28T13:34:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02957", "timestamp": "2024-04-20T23:20:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02958", "timestamp": "2023-08-29T22:27:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_02959", "timestamp": "2025-09-30T16:45:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02960", "timestamp": "2023-05-09T19:14:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02961", "timestamp": "2025-09-04T07:49:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_02962", "timestamp": "2023-02-27T09:33:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_02963", "timestamp": "2024-02-26T11:43:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02964", "timestamp": "2024-08-30T06:12:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02965", "timestamp": "2022-05-01T23:38:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7579968495) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02966", "timestamp": "2023-07-11T02:38:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02967", "timestamp": "2025-09-19T12:05:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02968", "timestamp": "2025-08-11T18:20:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_02969", "timestamp": "2025-05-06T05:12:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3263639114) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02970", "timestamp": "2022-04-14T07:00:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_02971", "timestamp": "2022-04-25T11:56:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02972", "timestamp": "2024-07-14T12:18:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02973", "timestamp": "2022-06-29T19:29:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02974", "timestamp": "2023-02-05T12:02:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX0296306085", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0296306085). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02975", "timestamp": "2022-09-16T15:42:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02976", "timestamp": "2024-03-15T22:49:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_02977", "timestamp": "2022-03-16T15:48:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_02978", "timestamp": "2022-10-03T11:52:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02979", "timestamp": "2023-04-26T19:46:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX3640605859", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3640605859). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02980", "timestamp": "2024-02-20T21:49:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02981", "timestamp": "2024-04-25T21:40:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_02982", "timestamp": "2024-07-02T11:24:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02983", "timestamp": "2022-05-07T01:59:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6435920533). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_02984", "timestamp": "2024-05-26T02:47:00", "year": 2024, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8767770332) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_02985", "timestamp": "2023-06-20T04:38:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02986", "timestamp": "2025-07-09T21:05:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_02987", "timestamp": "2023-12-14T12:57:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_02988", "timestamp": "2024-05-10T04:18:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_02989", "timestamp": "2025-10-14T06:29:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02990", "timestamp": "2022-11-30T16:24:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_02991", "timestamp": "2022-09-01T05:10:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02992", "timestamp": "2024-12-06T23:36:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_02993", "timestamp": "2025-12-09T21:26:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_02994", "timestamp": "2022-10-14T20:56:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_02995", "timestamp": "2025-07-23T21:32:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_02996", "timestamp": "2024-09-15T10:31:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_02997", "timestamp": "2023-08-17T03:34:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_02998", "timestamp": "2025-03-18T15:33:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_02999", "timestamp": "2022-10-12T11:33:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9046620223) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03000", "timestamp": "2024-02-03T06:43:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03001", "timestamp": "2024-09-12T10:40:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03002", "timestamp": "2024-03-18T13:12:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03003", "timestamp": "2023-12-07T21:30:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03004", "timestamp": "2025-06-01T19:48:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03005", "timestamp": "2022-01-08T14:07:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03006", "timestamp": "2025-10-23T04:28:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03007", "timestamp": "2023-08-26T00:26:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03008", "timestamp": "2022-09-09T12:33:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03009", "timestamp": "2025-06-08T19:15:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03010", "timestamp": "2023-08-29T01:51:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03011", "timestamp": "2024-02-13T18:15:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03012", "timestamp": "2023-11-08T21:17:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03013", "timestamp": "2022-04-26T23:53:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03014", "timestamp": "2022-08-20T15:54:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03015", "timestamp": "2024-02-03T08:06:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03016", "timestamp": "2022-08-30T01:45:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03017", "timestamp": "2023-09-28T07:19:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03018", "timestamp": "2022-10-08T22:52:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03019", "timestamp": "2025-11-01T14:19:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03020", "timestamp": "2023-03-20T17:13:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03021", "timestamp": "2022-07-25T08:54:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03022", "timestamp": "2023-11-03T09:52:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03023", "timestamp": "2024-04-25T05:04:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03024", "timestamp": "2023-01-14T23:16:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03025", "timestamp": "2023-02-14T03:50:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03026", "timestamp": "2022-03-21T16:55:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03027", "timestamp": "2022-04-21T20:19:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03028", "timestamp": "2023-01-12T03:20:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03029", "timestamp": "2024-11-12T21:26:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03030", "timestamp": "2024-01-23T12:35:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03031", "timestamp": "2022-08-28T16:30:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03032", "timestamp": "2025-03-31T04:06:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03033", "timestamp": "2023-03-05T20:17:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03034", "timestamp": "2024-03-31T23:31:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03035", "timestamp": "2023-06-18T06:52:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03036", "timestamp": "2025-05-11T07:08:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03037", "timestamp": "2025-01-19T16:20:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03038", "timestamp": "2024-01-15T19:02:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03039", "timestamp": "2023-11-18T14:50:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03040", "timestamp": "2025-12-26T15:28:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03041", "timestamp": "2022-03-16T17:11:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03042", "timestamp": "2022-10-16T12:42:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03043", "timestamp": "2024-11-21T23:20:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03044", "timestamp": "2023-02-04T22:08:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_03045", "timestamp": "2022-10-02T03:50:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03046", "timestamp": "2025-04-28T20:15:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03047", "timestamp": "2024-10-06T05:12:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1814657419", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1814657419) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03048", "timestamp": "2023-01-07T05:00:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03049", "timestamp": "2023-04-30T20:17:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03050", "timestamp": "2022-07-14T16:10:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6715531908) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03051", "timestamp": "2025-08-20T02:03:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03052", "timestamp": "2024-12-13T08:05:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03053", "timestamp": "2025-04-29T16:19:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03054", "timestamp": "2023-07-12T15:04:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03055", "timestamp": "2024-11-17T00:55:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03056", "timestamp": "2025-12-29T03:06:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03057", "timestamp": "2022-06-27T00:08:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03058", "timestamp": "2023-07-04T08:54:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03059", "timestamp": "2022-06-20T05:31:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03060", "timestamp": "2024-07-19T18:09:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03061", "timestamp": "2024-12-12T15:09:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03062", "timestamp": "2023-07-10T20:44:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03063", "timestamp": "2024-12-21T14:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03064", "timestamp": "2022-02-01T01:50:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4525410119). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03065", "timestamp": "2025-12-05T04:34:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03066", "timestamp": "2022-12-14T21:43:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03067", "timestamp": "2022-09-07T19:55:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03068", "timestamp": "2023-04-10T18:31:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03069", "timestamp": "2025-11-23T21:28:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03070", "timestamp": "2025-07-19T22:07:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0198554129). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03071", "timestamp": "2022-10-24T16:31:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0691301345", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0691301345) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03072", "timestamp": "2025-04-06T21:13:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03073", "timestamp": "2025-04-23T19:18:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03074", "timestamp": "2023-12-06T02:55:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03075", "timestamp": "2024-04-18T22:01:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03076", "timestamp": "2025-03-16T12:37:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03077", "timestamp": "2025-12-07T01:16:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03078", "timestamp": "2025-01-13T16:46:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7116663431) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03079", "timestamp": "2022-12-08T03:00:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03080", "timestamp": "2023-09-18T11:24:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03081", "timestamp": "2024-09-28T00:45:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03082", "timestamp": "2022-12-02T07:45:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03083", "timestamp": "2025-11-29T03:46:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03084", "timestamp": "2024-03-24T08:23:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03085", "timestamp": "2023-03-13T18:14:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03086", "timestamp": "2024-03-26T11:18:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03087", "timestamp": "2023-11-03T09:31:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03088", "timestamp": "2024-01-10T01:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03089", "timestamp": "2024-01-05T19:00:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_03090", "timestamp": "2024-09-07T21:39:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03091", "timestamp": "2023-10-28T14:12:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9511499339", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9511499339) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03092", "timestamp": "2023-10-28T02:49:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03093", "timestamp": "2024-07-20T13:50:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03094", "timestamp": "2023-08-11T02:10:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03095", "timestamp": "2023-03-05T20:52:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03096", "timestamp": "2023-08-10T01:36:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03097", "timestamp": "2022-12-29T18:35:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03098", "timestamp": "2022-01-17T13:28:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03099", "timestamp": "2024-06-21T19:37:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03100", "timestamp": "2023-03-21T01:53:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03101", "timestamp": "2025-03-05T22:39:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03102", "timestamp": "2025-07-17T00:06:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03103", "timestamp": "2023-02-17T11:27:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03104", "timestamp": "2022-11-11T15:52:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03105", "timestamp": "2025-06-12T02:50:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03106", "timestamp": "2024-12-30T04:50:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03107", "timestamp": "2023-06-18T19:58:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03108", "timestamp": "2024-02-08T20:41:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03109", "timestamp": "2022-05-23T14:33:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1229450009", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1229450009) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03110", "timestamp": "2022-01-29T13:18:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03111", "timestamp": "2025-05-13T16:54:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03112", "timestamp": "2022-06-23T04:47:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03113", "timestamp": "2025-02-18T03:34:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03114", "timestamp": "2022-02-11T02:28:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03115", "timestamp": "2023-03-20T02:41:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03116", "timestamp": "2022-09-14T13:17:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03117", "timestamp": "2024-02-17T07:41:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03118", "timestamp": "2024-01-05T20:42:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03119", "timestamp": "2022-07-14T22:40:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03120", "timestamp": "2025-04-08T03:44:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03121", "timestamp": "2023-06-06T12:11:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03122", "timestamp": "2022-05-04T23:58:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03123", "timestamp": "2025-02-12T07:25:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03124", "timestamp": "2023-04-22T20:45:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03125", "timestamp": "2022-02-20T09:26:00", "year": 2022, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03126", "timestamp": "2025-06-30T08:45:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03127", "timestamp": "2024-03-02T06:51:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03128", "timestamp": "2022-02-23T21:09:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03129", "timestamp": "2024-07-13T19:36:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03130", "timestamp": "2022-05-31T03:20:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03131", "timestamp": "2022-09-30T10:52:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03132", "timestamp": "2023-10-31T23:02:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03133", "timestamp": "2023-09-30T23:34:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03134", "timestamp": "2022-03-18T11:40:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03135", "timestamp": "2025-02-12T17:49:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03136", "timestamp": "2025-08-19T10:16:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03137", "timestamp": "2025-05-31T08:43:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9648139250", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9648139250) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03138", "timestamp": "2024-03-13T17:20:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03139", "timestamp": "2024-03-10T04:41:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03140", "timestamp": "2024-05-19T09:18:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1665050447", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1665050447) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03141", "timestamp": "2022-01-18T17:42:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03142", "timestamp": "2024-03-06T00:23:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03143", "timestamp": "2023-06-02T14:17:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03144", "timestamp": "2025-09-30T08:22:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03145", "timestamp": "2024-04-29T23:21:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03146", "timestamp": "2024-01-11T00:52:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03147", "timestamp": "2023-12-29T22:14:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03148", "timestamp": "2022-09-20T07:27:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03149", "timestamp": "2025-03-31T11:03:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03150", "timestamp": "2023-03-24T16:36:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03151", "timestamp": "2022-11-25T22:56:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03152", "timestamp": "2023-02-28T04:29:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03153", "timestamp": "2022-07-13T20:21:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03154", "timestamp": "2023-04-17T19:07:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03155", "timestamp": "2025-03-13T14:23:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03156", "timestamp": "2024-08-29T12:44:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03157", "timestamp": "2025-06-06T08:53:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03158", "timestamp": "2025-08-09T07:48:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03159", "timestamp": "2022-11-05T16:01:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03160", "timestamp": "2023-12-23T06:37:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03161", "timestamp": "2022-05-27T12:39:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03162", "timestamp": "2025-02-07T19:05:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03163", "timestamp": "2025-06-02T13:43:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03164", "timestamp": "2025-11-03T19:34:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03165", "timestamp": "2025-04-22T07:22:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03166", "timestamp": "2022-03-25T22:06:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03167", "timestamp": "2025-03-29T09:09:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03168", "timestamp": "2024-03-16T11:22:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03169", "timestamp": "2025-07-26T15:38:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03170", "timestamp": "2025-04-12T02:53:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03171", "timestamp": "2025-05-06T14:37:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03172", "timestamp": "2025-04-04T23:06:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03173", "timestamp": "2024-11-09T12:24:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3883848730). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03174", "timestamp": "2023-04-18T12:21:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03175", "timestamp": "2025-06-17T18:53:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03176", "timestamp": "2025-12-05T01:35:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03177", "timestamp": "2025-03-08T02:44:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX7356926981", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7356926981). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03178", "timestamp": "2022-03-17T02:04:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03179", "timestamp": "2022-09-24T02:10:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03180", "timestamp": "2025-12-13T15:16:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03181", "timestamp": "2025-10-07T20:05:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03182", "timestamp": "2024-05-23T13:00:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03183", "timestamp": "2023-06-18T20:12:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03184", "timestamp": "2025-06-17T19:38:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_03185", "timestamp": "2024-02-09T15:30:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03186", "timestamp": "2025-07-12T03:54:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03187", "timestamp": "2025-10-16T14:13:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6714435232", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03188", "timestamp": "2024-10-31T00:50:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03189", "timestamp": "2022-12-27T05:25:00", "year": 2022, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX7708881801", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7708881801). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03190", "timestamp": "2022-03-29T17:11:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03191", "timestamp": "2024-01-15T23:25:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03192", "timestamp": "2023-09-07T02:03:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03193", "timestamp": "2025-04-05T13:25:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03194", "timestamp": "2022-07-22T00:43:00", "year": 2022, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1082495111) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03195", "timestamp": "2023-08-21T19:50:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03196", "timestamp": "2022-12-23T20:25:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03197", "timestamp": "2025-06-20T04:51:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03198", "timestamp": "2023-07-17T06:08:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03199", "timestamp": "2022-03-22T05:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03200", "timestamp": "2023-08-30T11:39:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03201", "timestamp": "2022-01-19T16:34:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03202", "timestamp": "2025-07-29T00:35:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03203", "timestamp": "2024-08-05T19:38:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_03204", "timestamp": "2023-11-21T06:55:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03205", "timestamp": "2024-05-16T12:09:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03206", "timestamp": "2025-12-17T16:40:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03207", "timestamp": "2025-05-13T08:09:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03208", "timestamp": "2024-04-03T16:20:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0444491652) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03209", "timestamp": "2025-12-25T11:47:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03210", "timestamp": "2023-02-10T07:56:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03211", "timestamp": "2024-02-27T17:30:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03212", "timestamp": "2022-03-13T10:50:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03213", "timestamp": "2022-01-05T05:39:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03214", "timestamp": "2025-05-23T05:40:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6077732474) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03215", "timestamp": "2024-06-04T06:23:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03216", "timestamp": "2023-11-09T20:09:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03217", "timestamp": "2024-04-03T17:08:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03218", "timestamp": "2023-04-19T01:35:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03219", "timestamp": "2022-04-19T12:03:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03220", "timestamp": "2024-04-15T09:06:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9816469834", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9816469834) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03221", "timestamp": "2024-03-07T07:41:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2972505440) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03222", "timestamp": "2022-11-10T15:48:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03223", "timestamp": "2022-02-09T09:03:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03224", "timestamp": "2024-11-07T22:37:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03225", "timestamp": "2023-10-24T20:31:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03226", "timestamp": "2025-06-09T21:16:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03227", "timestamp": "2025-09-13T06:16:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03228", "timestamp": "2024-03-07T04:49:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03229", "timestamp": "2024-08-08T21:51:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03230", "timestamp": "2025-11-22T20:17:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03231", "timestamp": "2024-04-29T02:57:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03232", "timestamp": "2022-11-12T22:22:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03233", "timestamp": "2024-12-06T09:06:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03234", "timestamp": "2025-12-15T11:40:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03235", "timestamp": "2025-12-18T07:35:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03236", "timestamp": "2025-02-04T16:25:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03237", "timestamp": "2025-11-04T04:39:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03238", "timestamp": "2022-03-26T23:20:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03239", "timestamp": "2022-03-09T08:03:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03240", "timestamp": "2022-01-29T06:18:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03241", "timestamp": "2025-12-30T11:23:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03242", "timestamp": "2024-03-17T01:04:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03243", "timestamp": "2025-08-24T07:07:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03244", "timestamp": "2022-04-05T07:32:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03245", "timestamp": "2022-12-22T09:20:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03246", "timestamp": "2022-09-25T14:17:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03247", "timestamp": "2024-05-13T19:12:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03248", "timestamp": "2024-06-30T11:04:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03249", "timestamp": "2023-06-26T01:54:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03250", "timestamp": "2023-02-09T16:52:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03251", "timestamp": "2025-10-02T12:26:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03252", "timestamp": "2023-06-30T06:06:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03253", "timestamp": "2025-12-15T03:39:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8821072313). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03254", "timestamp": "2023-10-15T08:34:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03255", "timestamp": "2024-10-23T20:24:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2342588808", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2342588808) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03256", "timestamp": "2024-12-13T19:22:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03257", "timestamp": "2023-05-20T11:36:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03258", "timestamp": "2025-01-29T18:38:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03259", "timestamp": "2025-02-08T10:06:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03260", "timestamp": "2022-04-20T03:43:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03261", "timestamp": "2024-05-12T23:15:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03262", "timestamp": "2025-11-04T16:49:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03263", "timestamp": "2025-08-18T16:00:00", "year": 2025, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX6111607446", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6111607446). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03264", "timestamp": "2025-01-27T05:54:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03265", "timestamp": "2025-11-17T21:35:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03266", "timestamp": "2022-08-07T09:05:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03267", "timestamp": "2023-08-18T09:15:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03268", "timestamp": "2024-12-11T20:11:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03269", "timestamp": "2025-12-23T06:06:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03270", "timestamp": "2022-08-04T06:09:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03271", "timestamp": "2022-09-07T05:08:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03272", "timestamp": "2024-09-29T17:48:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03273", "timestamp": "2025-01-24T11:51:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03274", "timestamp": "2025-10-18T10:02:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03275", "timestamp": "2023-11-29T00:35:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03276", "timestamp": "2024-12-02T12:28:00", "year": 2024, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9906768909) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03277", "timestamp": "2023-12-15T20:58:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03278", "timestamp": "2023-06-03T00:54:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03279", "timestamp": "2025-06-25T12:44:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03280", "timestamp": "2023-05-23T23:12:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03281", "timestamp": "2023-04-12T02:25:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03282", "timestamp": "2025-01-19T06:09:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03283", "timestamp": "2024-08-16T08:51:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03284", "timestamp": "2024-05-22T19:38:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03285", "timestamp": "2025-02-26T00:32:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03286", "timestamp": "2022-06-11T03:02:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03287", "timestamp": "2023-01-25T16:09:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03288", "timestamp": "2022-02-18T02:35:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03289", "timestamp": "2025-05-01T12:48:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03290", "timestamp": "2023-03-11T11:43:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03291", "timestamp": "2023-08-17T08:26:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03292", "timestamp": "2023-04-13T22:50:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03293", "timestamp": "2024-07-09T05:35:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03294", "timestamp": "2025-02-16T17:28:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03295", "timestamp": "2025-08-28T00:58:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03296", "timestamp": "2022-10-03T19:35:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03297", "timestamp": "2022-06-15T02:21:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03298", "timestamp": "2025-06-13T19:29:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03299", "timestamp": "2024-12-05T08:15:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03300", "timestamp": "2024-08-18T13:25:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4536132144) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03301", "timestamp": "2023-06-18T15:11:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03302", "timestamp": "2024-06-27T11:16:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03303", "timestamp": "2024-03-30T22:06:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03304", "timestamp": "2023-06-10T22:27:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1439614864) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03305", "timestamp": "2022-02-01T09:14:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03306", "timestamp": "2023-12-19T08:36:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03307", "timestamp": "2024-05-23T05:24:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03308", "timestamp": "2023-09-27T18:11:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03309", "timestamp": "2025-01-18T13:55:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03310", "timestamp": "2023-06-09T10:30:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03311", "timestamp": "2024-01-19T03:55:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5436682453", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5436682453) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03312", "timestamp": "2023-09-03T04:06:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03313", "timestamp": "2025-01-09T18:23:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03314", "timestamp": "2022-06-26T00:02:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03315", "timestamp": "2024-01-16T13:03:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03316", "timestamp": "2022-06-11T18:42:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03317", "timestamp": "2024-08-03T07:33:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03318", "timestamp": "2022-01-21T02:16:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03319", "timestamp": "2023-06-26T03:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03320", "timestamp": "2022-02-07T12:17:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03321", "timestamp": "2025-10-14T16:46:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3787316710) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03322", "timestamp": "2023-06-29T21:22:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3578040653) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03323", "timestamp": "2025-12-29T22:31:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03324", "timestamp": "2025-06-22T13:46:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03325", "timestamp": "2025-04-01T00:29:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03326", "timestamp": "2022-03-27T23:44:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03327", "timestamp": "2025-06-09T15:47:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03328", "timestamp": "2023-10-02T07:39:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0918780148", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03329", "timestamp": "2023-04-09T16:20:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03330", "timestamp": "2023-04-03T13:49:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03331", "timestamp": "2025-10-14T03:55:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03332", "timestamp": "2023-04-20T23:19:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03333", "timestamp": "2023-01-23T04:17:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03334", "timestamp": "2022-09-07T11:22:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03335", "timestamp": "2025-10-30T06:07:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03336", "timestamp": "2023-12-12T03:47:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03337", "timestamp": "2025-05-05T09:38:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03338", "timestamp": "2022-02-11T08:44:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03339", "timestamp": "2023-09-06T16:31:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03340", "timestamp": "2024-01-14T11:54:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03341", "timestamp": "2024-09-15T23:49:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03342", "timestamp": "2025-11-01T10:44:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03343", "timestamp": "2023-12-04T08:10:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03344", "timestamp": "2024-05-30T21:09:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03345", "timestamp": "2022-09-24T07:53:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03346", "timestamp": "2022-05-27T13:07:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03347", "timestamp": "2023-05-17T15:30:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03348", "timestamp": "2025-05-07T14:04:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03349", "timestamp": "2024-03-09T20:31:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03350", "timestamp": "2022-10-28T21:42:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03351", "timestamp": "2022-05-29T18:29:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03352", "timestamp": "2022-04-30T01:18:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03353", "timestamp": "2023-08-18T07:15:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03354", "timestamp": "2024-03-28T03:58:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03355", "timestamp": "2024-04-26T15:18:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03356", "timestamp": "2022-06-04T09:02:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03357", "timestamp": "2024-02-03T13:17:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03358", "timestamp": "2025-04-14T14:36:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03359", "timestamp": "2022-11-17T00:14:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03360", "timestamp": "2025-07-13T20:39:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03361", "timestamp": "2024-07-26T15:06:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03362", "timestamp": "2023-03-08T15:14:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03363", "timestamp": "2024-11-14T01:22:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03364", "timestamp": "2025-02-27T16:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03365", "timestamp": "2022-04-15T22:11:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03366", "timestamp": "2023-05-11T07:13:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03367", "timestamp": "2024-09-11T17:25:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03368", "timestamp": "2023-08-11T10:50:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03369", "timestamp": "2022-09-18T12:05:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03370", "timestamp": "2025-11-02T13:14:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03371", "timestamp": "2024-02-13T10:15:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_03372", "timestamp": "2025-12-13T16:09:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4652750031) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03373", "timestamp": "2025-06-03T12:49:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03374", "timestamp": "2024-10-13T14:52:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03375", "timestamp": "2023-11-13T11:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03376", "timestamp": "2022-03-23T22:46:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03377", "timestamp": "2024-01-11T07:49:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03378", "timestamp": "2025-06-10T22:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03379", "timestamp": "2023-09-04T15:42:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03380", "timestamp": "2023-06-29T10:27:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03381", "timestamp": "2024-01-22T20:57:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03382", "timestamp": "2023-11-13T22:32:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03383", "timestamp": "2022-05-06T00:52:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03384", "timestamp": "2024-09-15T09:07:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03385", "timestamp": "2024-02-14T08:07:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03386", "timestamp": "2025-10-13T06:20:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03387", "timestamp": "2024-04-07T15:56:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03388", "timestamp": "2024-05-28T03:06:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03389", "timestamp": "2025-01-13T07:35:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03390", "timestamp": "2022-03-28T14:35:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03391", "timestamp": "2022-08-15T05:54:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03392", "timestamp": "2024-11-11T03:04:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03393", "timestamp": "2023-03-31T04:19:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03394", "timestamp": "2024-04-28T13:00:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03395", "timestamp": "2025-12-28T16:47:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03396", "timestamp": "2024-04-03T00:37:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03397", "timestamp": "2023-05-20T06:22:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_03398", "timestamp": "2025-10-15T08:28:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03399", "timestamp": "2024-02-09T13:36:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03400", "timestamp": "2024-02-24T17:46:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6760451013", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6760451013) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03401", "timestamp": "2024-01-18T10:34:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03402", "timestamp": "2024-06-14T09:50:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03403", "timestamp": "2023-12-13T10:30:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03404", "timestamp": "2022-03-16T04:47:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03405", "timestamp": "2024-11-18T02:45:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03406", "timestamp": "2025-06-29T07:41:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8723627243) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03407", "timestamp": "2022-07-18T09:54:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03408", "timestamp": "2022-12-24T22:08:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03409", "timestamp": "2022-02-11T03:37:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03410", "timestamp": "2025-06-10T11:28:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03411", "timestamp": "2023-01-18T17:03:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03412", "timestamp": "2023-03-17T14:43:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03413", "timestamp": "2022-03-25T21:16:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03414", "timestamp": "2023-01-28T17:33:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03415", "timestamp": "2022-06-04T14:21:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03416", "timestamp": "2025-09-10T09:41:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03417", "timestamp": "2025-06-18T21:46:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03418", "timestamp": "2025-03-22T20:04:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX2355921484", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03419", "timestamp": "2025-09-19T19:49:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8990199550). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03420", "timestamp": "2022-01-04T18:28:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03421", "timestamp": "2024-10-14T05:09:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03422", "timestamp": "2024-10-07T14:29:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03423", "timestamp": "2023-03-29T19:32:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03424", "timestamp": "2024-06-16T03:57:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03425", "timestamp": "2024-04-25T12:59:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03426", "timestamp": "2022-03-06T00:28:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03427", "timestamp": "2022-10-19T16:18:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03428", "timestamp": "2024-01-04T23:38:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03429", "timestamp": "2025-05-08T16:46:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03430", "timestamp": "2023-09-23T18:37:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX4457537157", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03431", "timestamp": "2025-04-23T00:22:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03432", "timestamp": "2023-03-19T16:07:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03433", "timestamp": "2024-12-24T19:48:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03434", "timestamp": "2023-06-29T11:55:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03435", "timestamp": "2024-03-29T15:48:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03436", "timestamp": "2022-01-17T09:12:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03437", "timestamp": "2025-08-12T20:34:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03438", "timestamp": "2022-10-16T13:09:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03439", "timestamp": "2025-07-30T11:12:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03440", "timestamp": "2023-06-27T04:17:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2319112144) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03441", "timestamp": "2023-01-12T15:38:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03442", "timestamp": "2024-10-29T01:44:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03443", "timestamp": "2023-09-21T00:26:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03444", "timestamp": "2023-12-08T00:52:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03445", "timestamp": "2022-05-10T07:48:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03446", "timestamp": "2025-03-11T17:34:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03447", "timestamp": "2024-07-08T15:55:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03448", "timestamp": "2024-09-12T03:01:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03449", "timestamp": "2025-07-19T03:24:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03450", "timestamp": "2022-04-28T14:26:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03451", "timestamp": "2024-07-01T20:38:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03452", "timestamp": "2022-05-18T11:03:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03453", "timestamp": "2022-02-25T01:18:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03454", "timestamp": "2024-05-14T05:54:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03455", "timestamp": "2025-06-16T08:42:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03456", "timestamp": "2025-11-18T10:08:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03457", "timestamp": "2025-08-26T02:20:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03458", "timestamp": "2023-03-04T05:51:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8828587455) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03459", "timestamp": "2022-10-31T14:15:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03460", "timestamp": "2023-02-01T06:16:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03461", "timestamp": "2023-09-04T16:28:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03462", "timestamp": "2023-04-01T07:07:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03463", "timestamp": "2023-02-19T07:45:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03464", "timestamp": "2023-10-12T12:59:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03465", "timestamp": "2023-02-19T00:13:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03466", "timestamp": "2023-04-10T15:56:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03467", "timestamp": "2023-04-27T10:49:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03468", "timestamp": "2022-08-20T02:07:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03469", "timestamp": "2022-06-30T11:50:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03470", "timestamp": "2025-07-25T14:31:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03471", "timestamp": "2025-05-12T05:03:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03472", "timestamp": "2022-08-28T22:22:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03473", "timestamp": "2023-01-12T03:02:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03474", "timestamp": "2025-10-22T09:02:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_03475", "timestamp": "2023-12-28T00:49:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03476", "timestamp": "2024-12-27T14:28:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03477", "timestamp": "2023-02-28T19:46:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03478", "timestamp": "2025-02-05T12:41:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2263306542). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03479", "timestamp": "2024-05-12T17:22:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03480", "timestamp": "2023-12-12T17:55:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9896679178) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03481", "timestamp": "2025-12-24T10:55:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03482", "timestamp": "2025-10-30T18:56:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX7005209978", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7005209978). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03483", "timestamp": "2024-03-05T21:49:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX6812949361", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03484", "timestamp": "2022-11-14T16:46:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6536776133", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6536776133) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03485", "timestamp": "2025-11-30T12:14:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7322335241). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03486", "timestamp": "2022-12-19T15:25:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6301564447) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03487", "timestamp": "2024-10-08T05:08:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03488", "timestamp": "2025-03-04T15:45:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03489", "timestamp": "2023-02-20T14:06:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03490", "timestamp": "2023-06-23T00:36:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03491", "timestamp": "2023-10-14T13:07:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03492", "timestamp": "2025-03-12T08:10:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03493", "timestamp": "2025-11-22T07:29:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03494", "timestamp": "2022-01-06T11:46:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0647760967). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03495", "timestamp": "2023-03-28T11:09:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03496", "timestamp": "2023-05-22T20:51:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03497", "timestamp": "2022-04-01T00:09:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03498", "timestamp": "2025-02-14T09:40:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03499", "timestamp": "2022-07-14T10:54:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03500", "timestamp": "2025-11-11T20:24:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03501", "timestamp": "2024-10-15T07:06:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03502", "timestamp": "2024-03-03T17:00:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03503", "timestamp": "2023-05-09T12:08:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6123728269) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03504", "timestamp": "2022-10-31T18:18:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03505", "timestamp": "2022-07-06T02:08:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5242835513). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03506", "timestamp": "2024-09-05T10:08:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03507", "timestamp": "2023-02-28T23:02:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03508", "timestamp": "2024-01-31T01:43:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03509", "timestamp": "2022-12-10T00:38:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03510", "timestamp": "2022-06-01T20:42:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03511", "timestamp": "2023-11-06T00:21:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03512", "timestamp": "2023-12-09T20:34:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03513", "timestamp": "2024-05-11T03:08:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03514", "timestamp": "2023-01-22T19:10:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03515", "timestamp": "2022-11-19T07:27:00", "year": 2022, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX6310350374", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6310350374). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03516", "timestamp": "2022-06-23T07:00:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03517", "timestamp": "2023-09-12T23:57:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX2181168757", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03518", "timestamp": "2023-09-02T14:51:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1153821622). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03519", "timestamp": "2024-02-26T06:11:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7057491994). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03520", "timestamp": "2024-04-20T18:33:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03521", "timestamp": "2022-10-11T08:11:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_03522", "timestamp": "2024-12-01T11:13:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03523", "timestamp": "2024-06-30T06:30:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03524", "timestamp": "2024-12-15T22:00:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03525", "timestamp": "2024-05-27T14:07:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03526", "timestamp": "2025-07-13T20:52:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03527", "timestamp": "2022-11-17T22:20:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03528", "timestamp": "2024-10-24T01:53:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03529", "timestamp": "2023-03-03T01:48:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8657492614). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03530", "timestamp": "2023-10-07T09:47:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03531", "timestamp": "2024-07-09T15:14:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03532", "timestamp": "2025-10-15T18:05:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03533", "timestamp": "2022-01-03T01:11:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03534", "timestamp": "2024-06-14T07:42:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03535", "timestamp": "2022-12-21T15:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03536", "timestamp": "2025-06-09T01:17:00", "year": 2025, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX9650209921", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03537", "timestamp": "2023-08-31T22:17:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03538", "timestamp": "2022-12-31T16:48:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03539", "timestamp": "2024-06-09T18:50:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8530741996", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8530741996) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03540", "timestamp": "2024-07-20T18:18:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03541", "timestamp": "2023-07-08T13:54:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03542", "timestamp": "2024-09-25T21:32:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03543", "timestamp": "2022-01-14T13:54:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03544", "timestamp": "2023-03-06T02:11:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03545", "timestamp": "2025-09-30T05:53:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03546", "timestamp": "2025-12-09T07:10:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03547", "timestamp": "2022-02-17T14:23:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03548", "timestamp": "2025-05-29T03:27:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03549", "timestamp": "2024-03-27T11:29:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03550", "timestamp": "2022-11-27T11:38:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03551", "timestamp": "2022-02-05T11:02:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03552", "timestamp": "2023-04-09T05:43:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03553", "timestamp": "2023-09-24T10:20:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03554", "timestamp": "2023-10-13T17:53:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03555", "timestamp": "2023-12-16T18:15:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03556", "timestamp": "2024-11-11T01:48:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03557", "timestamp": "2023-12-16T13:21:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03558", "timestamp": "2022-03-31T18:15:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03559", "timestamp": "2022-06-11T06:03:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03560", "timestamp": "2025-05-25T11:36:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0332551795). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03561", "timestamp": "2023-09-23T02:22:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03562", "timestamp": "2024-04-26T13:46:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03563", "timestamp": "2022-01-09T00:18:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_03564", "timestamp": "2024-11-22T19:08:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4652121305). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03565", "timestamp": "2024-05-12T15:10:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03566", "timestamp": "2024-07-28T21:09:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03567", "timestamp": "2023-04-22T07:39:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03568", "timestamp": "2023-04-25T08:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03569", "timestamp": "2023-05-18T17:31:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03570", "timestamp": "2023-07-15T08:14:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03571", "timestamp": "2022-03-21T09:12:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1399616726). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03572", "timestamp": "2025-04-11T08:06:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03573", "timestamp": "2023-07-25T12:46:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03574", "timestamp": "2022-02-20T17:37:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03575", "timestamp": "2023-07-07T02:05:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03576", "timestamp": "2025-11-13T03:26:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7741968950). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03577", "timestamp": "2024-01-14T17:35:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03578", "timestamp": "2023-08-07T11:00:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03579", "timestamp": "2022-04-01T01:41:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03580", "timestamp": "2025-08-10T23:31:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03581", "timestamp": "2023-08-28T12:47:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03582", "timestamp": "2025-08-13T15:52:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03583", "timestamp": "2025-04-10T13:03:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03584", "timestamp": "2023-12-29T18:07:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03585", "timestamp": "2022-01-28T01:26:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03586", "timestamp": "2024-03-31T17:55:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03587", "timestamp": "2023-01-16T10:24:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03588", "timestamp": "2025-11-10T02:21:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03589", "timestamp": "2025-04-01T04:23:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03590", "timestamp": "2024-12-08T23:09:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03591", "timestamp": "2023-09-26T00:52:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03592", "timestamp": "2025-04-21T23:50:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9818596966). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03593", "timestamp": "2025-04-20T16:06:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03594", "timestamp": "2023-08-08T07:26:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03595", "timestamp": "2023-07-14T15:15:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03596", "timestamp": "2022-06-23T11:56:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03597", "timestamp": "2023-01-28T03:35:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0089159947", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0089159947) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03598", "timestamp": "2022-02-05T11:05:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03599", "timestamp": "2022-03-15T09:22:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03600", "timestamp": "2025-12-01T08:09:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03601", "timestamp": "2025-04-13T03:13:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03602", "timestamp": "2024-08-15T20:41:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03603", "timestamp": "2022-02-13T19:34:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03604", "timestamp": "2023-10-28T13:08:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03605", "timestamp": "2024-07-03T07:20:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03606", "timestamp": "2023-05-06T04:21:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1908594112) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03607", "timestamp": "2023-02-11T07:58:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03608", "timestamp": "2024-12-27T18:58:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03609", "timestamp": "2022-03-08T20:32:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03610", "timestamp": "2024-10-11T16:03:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03611", "timestamp": "2025-07-10T06:06:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03612", "timestamp": "2022-10-26T01:05:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03613", "timestamp": "2024-09-02T20:50:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03614", "timestamp": "2025-05-04T16:50:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03615", "timestamp": "2024-06-12T17:39:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03616", "timestamp": "2022-07-14T05:53:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03617", "timestamp": "2023-06-12T01:03:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03618", "timestamp": "2024-09-08T01:26:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03619", "timestamp": "2022-12-04T17:58:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03620", "timestamp": "2025-01-27T14:46:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9902576575", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9902576575) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03621", "timestamp": "2024-08-20T06:13:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1816661811). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03622", "timestamp": "2022-03-18T00:12:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03623", "timestamp": "2025-12-14T04:21:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03624", "timestamp": "2023-07-27T11:55:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03625", "timestamp": "2022-02-08T14:09:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03626", "timestamp": "2024-08-20T06:19:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03627", "timestamp": "2022-04-23T10:04:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03628", "timestamp": "2025-11-14T10:26:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03629", "timestamp": "2025-02-23T23:18:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8876743841). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03630", "timestamp": "2022-11-10T06:14:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03631", "timestamp": "2022-07-17T12:13:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03632", "timestamp": "2025-11-17T13:15:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03633", "timestamp": "2022-12-16T18:53:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03634", "timestamp": "2025-11-02T06:13:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03635", "timestamp": "2023-12-21T16:36:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03636", "timestamp": "2023-09-05T20:35:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03637", "timestamp": "2025-12-29T11:01:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6821057329) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03638", "timestamp": "2024-06-30T01:58:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03639", "timestamp": "2022-07-28T11:54:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03640", "timestamp": "2025-02-13T22:11:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03641", "timestamp": "2022-11-14T02:30:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03642", "timestamp": "2025-06-15T18:36:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03643", "timestamp": "2023-05-20T16:17:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03644", "timestamp": "2024-08-27T04:15:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03645", "timestamp": "2023-10-28T02:58:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03646", "timestamp": "2023-09-10T17:58:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03647", "timestamp": "2024-04-08T14:27:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03648", "timestamp": "2024-01-23T21:33:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03649", "timestamp": "2022-06-06T14:44:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03650", "timestamp": "2024-09-11T21:13:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03651", "timestamp": "2022-07-14T21:06:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03652", "timestamp": "2022-02-10T08:49:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03653", "timestamp": "2024-05-13T03:34:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03654", "timestamp": "2025-06-01T22:24:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX8740455114", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8740455114). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03655", "timestamp": "2025-09-30T14:14:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03656", "timestamp": "2024-09-21T18:36:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0943088328", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0943088328) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03657", "timestamp": "2023-12-23T05:02:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03658", "timestamp": "2022-03-07T14:09:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03659", "timestamp": "2022-11-24T07:55:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03660", "timestamp": "2025-04-08T22:52:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03661", "timestamp": "2024-10-16T06:37:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03662", "timestamp": "2023-11-07T13:08:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03663", "timestamp": "2024-10-31T17:24:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03664", "timestamp": "2022-11-03T18:46:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03665", "timestamp": "2024-02-14T09:14:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03666", "timestamp": "2024-10-08T13:35:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03667", "timestamp": "2024-11-29T05:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03668", "timestamp": "2025-08-05T13:56:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03669", "timestamp": "2025-09-06T12:04:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03670", "timestamp": "2022-12-02T08:34:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03671", "timestamp": "2025-05-26T00:40:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03672", "timestamp": "2025-05-06T21:03:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03673", "timestamp": "2022-02-11T08:50:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03674", "timestamp": "2025-03-13T04:04:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03675", "timestamp": "2022-11-16T06:11:00", "year": 2022, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4161890065) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03676", "timestamp": "2025-11-09T11:37:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX7979677867", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03677", "timestamp": "2025-11-06T17:46:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03678", "timestamp": "2022-11-29T05:44:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03679", "timestamp": "2023-06-24T05:16:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03680", "timestamp": "2023-11-12T17:39:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03681", "timestamp": "2024-04-20T11:04:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03682", "timestamp": "2022-12-14T00:30:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4927486209) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03683", "timestamp": "2024-12-12T14:08:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03684", "timestamp": "2022-12-14T11:58:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03685", "timestamp": "2022-08-02T22:45:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03686", "timestamp": "2025-04-09T11:19:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2022768252) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03687", "timestamp": "2023-03-07T23:50:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03688", "timestamp": "2023-11-11T17:47:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03689", "timestamp": "2025-04-24T12:55:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03690", "timestamp": "2022-08-11T06:50:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03691", "timestamp": "2022-10-16T03:06:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03692", "timestamp": "2024-11-17T14:00:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03693", "timestamp": "2022-10-25T07:29:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03694", "timestamp": "2024-04-27T22:46:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03695", "timestamp": "2025-10-10T13:51:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03696", "timestamp": "2025-08-04T22:53:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03697", "timestamp": "2024-09-30T01:18:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03698", "timestamp": "2024-08-02T00:43:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6708033216) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03699", "timestamp": "2022-01-10T03:08:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03700", "timestamp": "2024-02-13T11:18:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03701", "timestamp": "2023-12-07T12:58:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03702", "timestamp": "2023-11-09T20:18:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03703", "timestamp": "2025-11-12T19:47:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03704", "timestamp": "2024-12-13T06:48:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03705", "timestamp": "2024-04-11T11:42:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03706", "timestamp": "2022-02-05T02:38:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03707", "timestamp": "2025-07-29T09:24:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03708", "timestamp": "2025-12-16T05:46:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03709", "timestamp": "2023-10-03T03:06:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3615756289) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03710", "timestamp": "2022-02-02T18:40:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03711", "timestamp": "2024-05-19T08:08:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03712", "timestamp": "2024-09-20T06:08:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03713", "timestamp": "2025-07-09T03:26:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03714", "timestamp": "2022-02-15T08:58:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03715", "timestamp": "2023-11-13T19:40:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03716", "timestamp": "2023-06-18T04:42:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03717", "timestamp": "2022-08-29T13:51:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03718", "timestamp": "2025-01-27T14:24:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03719", "timestamp": "2024-06-17T12:59:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03720", "timestamp": "2022-04-06T18:48:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03721", "timestamp": "2022-04-01T21:03:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1653345641) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03722", "timestamp": "2022-05-13T13:01:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03723", "timestamp": "2024-03-18T14:57:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03724", "timestamp": "2025-02-18T15:09:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03725", "timestamp": "2025-06-07T04:36:00", "year": 2025, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX8943725210", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03726", "timestamp": "2024-06-16T04:20:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03727", "timestamp": "2022-02-14T14:09:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03728", "timestamp": "2023-03-12T18:58:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03729", "timestamp": "2022-06-09T08:30:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03730", "timestamp": "2024-03-14T11:21:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03731", "timestamp": "2023-07-11T21:19:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03732", "timestamp": "2023-08-01T00:51:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03733", "timestamp": "2023-06-20T17:11:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03734", "timestamp": "2025-10-14T12:21:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03735", "timestamp": "2023-03-27T02:55:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03736", "timestamp": "2023-03-05T08:09:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03737", "timestamp": "2024-09-03T04:36:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03738", "timestamp": "2023-01-10T09:38:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03739", "timestamp": "2024-04-30T21:39:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03740", "timestamp": "2024-01-06T12:59:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03741", "timestamp": "2022-01-11T15:46:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03742", "timestamp": "2025-10-27T01:35:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03743", "timestamp": "2024-01-11T17:53:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03744", "timestamp": "2025-08-01T09:33:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03745", "timestamp": "2022-10-27T19:32:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03746", "timestamp": "2022-03-17T19:25:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03747", "timestamp": "2024-11-05T01:55:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03748", "timestamp": "2023-10-04T19:10:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03749", "timestamp": "2024-03-12T01:43:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03750", "timestamp": "2022-12-19T19:26:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03751", "timestamp": "2022-03-09T17:56:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03752", "timestamp": "2025-05-16T03:01:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9923221191) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03753", "timestamp": "2024-03-30T22:41:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4569221578) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03754", "timestamp": "2025-11-26T04:36:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03755", "timestamp": "2022-02-24T14:17:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03756", "timestamp": "2025-09-28T08:10:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03757", "timestamp": "2023-07-24T08:25:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03758", "timestamp": "2022-03-09T10:24:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03759", "timestamp": "2024-07-19T10:05:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03760", "timestamp": "2025-03-27T22:41:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03761", "timestamp": "2023-09-27T14:08:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03762", "timestamp": "2022-11-25T02:42:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03763", "timestamp": "2025-05-24T18:32:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03764", "timestamp": "2024-10-18T11:09:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03765", "timestamp": "2023-02-14T06:31:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8361861905) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03766", "timestamp": "2022-05-15T21:12:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03767", "timestamp": "2022-03-30T09:24:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03768", "timestamp": "2023-07-15T17:31:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03769", "timestamp": "2023-02-08T07:12:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03770", "timestamp": "2022-01-13T09:45:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03771", "timestamp": "2022-05-15T18:38:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03772", "timestamp": "2023-07-13T04:51:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03773", "timestamp": "2022-03-03T21:21:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03774", "timestamp": "2024-02-16T18:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03775", "timestamp": "2023-07-18T00:36:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03776", "timestamp": "2022-10-13T16:51:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03777", "timestamp": "2023-09-20T15:56:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03778", "timestamp": "2023-01-29T17:20:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03779", "timestamp": "2023-02-28T16:49:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03780", "timestamp": "2022-09-28T08:36:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03781", "timestamp": "2025-03-30T11:44:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03782", "timestamp": "2022-04-30T15:23:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03783", "timestamp": "2022-05-19T03:29:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03784", "timestamp": "2023-04-11T15:15:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03785", "timestamp": "2023-02-06T01:19:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03786", "timestamp": "2025-08-30T18:45:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03787", "timestamp": "2024-08-11T03:50:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03788", "timestamp": "2023-12-19T14:29:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03789", "timestamp": "2024-10-14T10:27:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03790", "timestamp": "2022-05-26T04:05:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03791", "timestamp": "2023-09-19T00:56:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03792", "timestamp": "2025-12-21T03:17:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03793", "timestamp": "2023-01-22T04:10:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03794", "timestamp": "2024-06-05T13:28:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03795", "timestamp": "2024-07-09T07:37:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03796", "timestamp": "2022-10-27T12:30:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03797", "timestamp": "2023-06-14T15:06:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03798", "timestamp": "2025-12-31T10:59:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03799", "timestamp": "2022-02-12T00:49:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03800", "timestamp": "2024-06-21T21:21:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03801", "timestamp": "2024-10-10T16:58:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7432661510) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03802", "timestamp": "2024-06-23T16:07:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03803", "timestamp": "2025-06-15T23:39:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03804", "timestamp": "2022-03-31T21:59:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03805", "timestamp": "2022-12-26T10:58:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03806", "timestamp": "2022-07-29T02:35:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03807", "timestamp": "2025-04-19T00:14:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03808", "timestamp": "2023-08-07T03:40:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03809", "timestamp": "2023-04-22T14:01:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03810", "timestamp": "2023-02-27T12:49:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03811", "timestamp": "2024-03-30T15:45:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_03812", "timestamp": "2022-09-13T16:25:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03813", "timestamp": "2025-08-26T06:08:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5100679483) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03814", "timestamp": "2024-12-10T14:21:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03815", "timestamp": "2025-01-02T03:34:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03816", "timestamp": "2023-01-30T04:01:00", "year": 2023, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX8491941179", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03817", "timestamp": "2022-09-05T01:39:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03818", "timestamp": "2025-12-25T16:15:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03819", "timestamp": "2025-06-06T02:19:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03820", "timestamp": "2023-06-11T20:19:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9245746667). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03821", "timestamp": "2024-09-16T06:14:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03822", "timestamp": "2025-05-03T11:26:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03823", "timestamp": "2024-04-21T17:04:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03824", "timestamp": "2023-10-26T12:25:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8735777027", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8735777027) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03825", "timestamp": "2022-04-25T12:02:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03826", "timestamp": "2024-09-01T21:04:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03827", "timestamp": "2023-09-16T12:15:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03828", "timestamp": "2023-12-02T07:46:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03829", "timestamp": "2024-06-14T19:54:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03830", "timestamp": "2025-10-15T18:21:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03831", "timestamp": "2025-01-20T05:27:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX1944435530", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1944435530). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03832", "timestamp": "2025-08-14T18:36:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03833", "timestamp": "2023-09-23T23:41:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03834", "timestamp": "2024-05-08T01:48:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03835", "timestamp": "2022-12-18T17:38:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_03836", "timestamp": "2022-06-04T21:25:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03837", "timestamp": "2024-07-10T07:16:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03838", "timestamp": "2025-03-11T05:30:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03839", "timestamp": "2024-01-08T13:39:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03840", "timestamp": "2024-10-31T00:10:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03841", "timestamp": "2025-06-05T21:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03842", "timestamp": "2022-12-06T22:20:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03843", "timestamp": "2024-09-26T02:51:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03844", "timestamp": "2022-01-18T00:32:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX6245301524) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03845", "timestamp": "2022-08-19T01:01:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03846", "timestamp": "2024-02-24T00:57:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03847", "timestamp": "2023-01-22T14:29:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03848", "timestamp": "2025-06-15T15:58:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_03849", "timestamp": "2023-04-27T05:34:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03850", "timestamp": "2025-09-21T17:50:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03851", "timestamp": "2022-01-16T00:37:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03852", "timestamp": "2022-10-20T09:34:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03853", "timestamp": "2023-01-22T14:33:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03854", "timestamp": "2022-11-08T14:42:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03855", "timestamp": "2024-01-01T03:27:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03856", "timestamp": "2025-11-01T03:13:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03857", "timestamp": "2023-12-27T13:47:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03858", "timestamp": "2024-01-11T14:10:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03859", "timestamp": "2023-01-18T16:48:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03860", "timestamp": "2023-06-27T16:48:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03861", "timestamp": "2024-05-09T10:48:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03862", "timestamp": "2023-12-13T12:45:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03863", "timestamp": "2024-09-18T10:05:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03864", "timestamp": "2023-02-11T05:15:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4398430840", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4398430840) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03865", "timestamp": "2025-09-08T20:17:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03866", "timestamp": "2022-09-06T03:06:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03867", "timestamp": "2023-11-22T06:48:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03868", "timestamp": "2022-01-13T14:57:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03869", "timestamp": "2023-08-10T12:28:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03870", "timestamp": "2023-03-24T16:00:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03871", "timestamp": "2022-07-03T10:42:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03872", "timestamp": "2022-06-22T02:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03873", "timestamp": "2022-01-21T10:10:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03874", "timestamp": "2025-04-27T04:42:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03875", "timestamp": "2025-03-14T16:38:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03876", "timestamp": "2024-10-10T14:30:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03877", "timestamp": "2025-05-08T04:35:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03878", "timestamp": "2025-12-31T16:36:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03879", "timestamp": "2025-03-13T10:38:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5893448361", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5893448361) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03880", "timestamp": "2025-01-13T20:10:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03881", "timestamp": "2024-12-24T04:20:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9290806902). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03882", "timestamp": "2024-04-15T00:43:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03883", "timestamp": "2022-08-30T11:42:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03884", "timestamp": "2022-01-01T13:57:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03885", "timestamp": "2022-10-12T08:42:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0483142717", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0483142717) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03886", "timestamp": "2025-09-14T14:10:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03887", "timestamp": "2023-07-29T00:38:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03888", "timestamp": "2022-08-16T00:18:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03889", "timestamp": "2022-09-05T17:52:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03890", "timestamp": "2025-01-31T11:17:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2973673591). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03891", "timestamp": "2023-09-06T12:07:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03892", "timestamp": "2025-12-13T11:58:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03893", "timestamp": "2024-09-23T05:49:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03894", "timestamp": "2024-04-30T18:31:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03895", "timestamp": "2025-11-29T11:47:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03896", "timestamp": "2025-09-24T20:41:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03897", "timestamp": "2022-09-16T05:45:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03898", "timestamp": "2025-07-16T16:35:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03899", "timestamp": "2022-06-25T09:54:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03900", "timestamp": "2023-12-30T16:24:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03901", "timestamp": "2023-11-21T11:26:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03902", "timestamp": "2025-12-20T22:07:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03903", "timestamp": "2023-12-12T01:25:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03904", "timestamp": "2023-01-13T12:26:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_03905", "timestamp": "2024-10-28T07:55:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5963002353", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5963002353) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03906", "timestamp": "2023-09-11T17:11:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03907", "timestamp": "2024-03-15T00:24:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03908", "timestamp": "2023-03-16T20:12:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03909", "timestamp": "2022-09-01T22:23:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03910", "timestamp": "2022-12-24T23:26:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03911", "timestamp": "2024-11-20T14:36:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03912", "timestamp": "2023-10-11T14:58:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03913", "timestamp": "2023-09-25T22:20:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03914", "timestamp": "2024-04-17T19:15:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03915", "timestamp": "2025-12-15T00:27:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_03916", "timestamp": "2025-01-05T17:24:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3086538438) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03917", "timestamp": "2025-09-22T11:26:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03918", "timestamp": "2025-11-06T09:32:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03919", "timestamp": "2024-01-31T12:50:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03920", "timestamp": "2023-02-05T01:26:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03921", "timestamp": "2023-06-03T21:51:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03922", "timestamp": "2024-10-07T07:25:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8144038999) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03923", "timestamp": "2022-01-23T16:21:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03924", "timestamp": "2023-05-25T23:50:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03925", "timestamp": "2023-06-05T20:04:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03926", "timestamp": "2024-11-24T08:27:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03927", "timestamp": "2023-11-09T18:20:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_03928", "timestamp": "2023-08-02T04:25:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03929", "timestamp": "2023-01-16T21:46:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03930", "timestamp": "2023-05-16T02:57:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03931", "timestamp": "2025-08-14T01:39:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03932", "timestamp": "2025-11-07T09:07:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03933", "timestamp": "2024-06-06T06:12:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_03934", "timestamp": "2025-05-30T16:29:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_03935", "timestamp": "2023-07-12T10:26:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03936", "timestamp": "2022-02-10T18:22:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03937", "timestamp": "2022-11-24T21:05:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_03938", "timestamp": "2022-11-26T00:29:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03939", "timestamp": "2023-09-24T20:28:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03940", "timestamp": "2022-03-14T04:41:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03941", "timestamp": "2022-08-04T19:56:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03942", "timestamp": "2024-09-22T00:57:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03943", "timestamp": "2023-01-10T08:15:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03944", "timestamp": "2023-04-11T22:10:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03945", "timestamp": "2024-05-20T11:06:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03946", "timestamp": "2022-12-03T08:33:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03947", "timestamp": "2023-06-25T03:53:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7775283300). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03948", "timestamp": "2022-04-28T18:19:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_03949", "timestamp": "2025-07-20T00:09:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03950", "timestamp": "2024-09-16T11:52:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03951", "timestamp": "2023-05-26T16:30:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03952", "timestamp": "2024-01-29T06:18:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03953", "timestamp": "2024-01-09T11:11:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX5876687460", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5876687460). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03954", "timestamp": "2024-11-26T03:43:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_03955", "timestamp": "2022-08-17T21:42:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03956", "timestamp": "2024-12-20T18:00:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03957", "timestamp": "2022-05-11T04:18:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03958", "timestamp": "2022-06-14T20:25:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03959", "timestamp": "2022-09-05T22:00:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_03960", "timestamp": "2023-07-01T02:41:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03961", "timestamp": "2024-04-22T12:36:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03962", "timestamp": "2025-08-19T15:29:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03963", "timestamp": "2025-08-04T20:33:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03964", "timestamp": "2023-10-09T12:52:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_03965", "timestamp": "2023-03-01T21:22:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_03966", "timestamp": "2024-06-12T07:58:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03967", "timestamp": "2024-05-10T11:50:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03968", "timestamp": "2025-04-22T10:37:00", "year": 2025, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX0787518142", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03969", "timestamp": "2024-04-29T13:26:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03970", "timestamp": "2024-12-24T07:29:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03971", "timestamp": "2025-12-26T14:26:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_03972", "timestamp": "2023-03-30T23:16:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03973", "timestamp": "2024-11-08T17:57:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03974", "timestamp": "2022-04-04T11:15:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03975", "timestamp": "2025-07-20T22:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03976", "timestamp": "2025-08-04T21:16:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_03977", "timestamp": "2024-09-28T17:04:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03978", "timestamp": "2025-06-30T13:48:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03979", "timestamp": "2023-09-04T14:51:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_03980", "timestamp": "2023-07-27T11:07:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_03981", "timestamp": "2024-08-04T22:51:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03982", "timestamp": "2025-07-04T01:30:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03983", "timestamp": "2022-01-26T21:56:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03984", "timestamp": "2022-10-03T04:43:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_03985", "timestamp": "2023-08-01T09:02:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03986", "timestamp": "2022-10-11T20:29:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_03987", "timestamp": "2023-01-18T15:22:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03988", "timestamp": "2023-08-04T13:53:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_03989", "timestamp": "2025-05-19T17:58:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_03990", "timestamp": "2025-11-24T18:17:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_03991", "timestamp": "2023-09-18T18:30:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX7720810471", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_03992", "timestamp": "2025-09-29T04:16:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03993", "timestamp": "2025-04-28T19:31:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_03994", "timestamp": "2022-04-30T16:21:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_03995", "timestamp": "2025-04-11T01:11:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_03996", "timestamp": "2024-10-14T06:49:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_03997", "timestamp": "2023-02-22T13:50:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4584515665) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_03998", "timestamp": "2022-10-28T01:15:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_03999", "timestamp": "2024-08-13T05:22:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04000", "timestamp": "2024-05-04T21:00:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04001", "timestamp": "2022-12-01T18:42:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04002", "timestamp": "2022-10-18T00:55:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04003", "timestamp": "2022-05-19T07:26:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04004", "timestamp": "2022-11-26T07:38:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04005", "timestamp": "2024-02-10T01:13:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04006", "timestamp": "2025-08-22T22:27:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04007", "timestamp": "2023-02-17T16:43:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04008", "timestamp": "2024-01-26T09:08:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04009", "timestamp": "2022-09-11T20:13:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4945949865). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04010", "timestamp": "2022-04-13T11:51:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04011", "timestamp": "2025-01-01T00:11:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04012", "timestamp": "2024-10-22T04:17:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04013", "timestamp": "2023-11-02T04:28:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04014", "timestamp": "2025-08-21T19:20:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04015", "timestamp": "2023-07-18T12:58:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04016", "timestamp": "2022-02-02T12:52:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3637406868", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3637406868) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04017", "timestamp": "2022-09-02T05:02:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04018", "timestamp": "2025-05-17T08:35:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04019", "timestamp": "2022-02-19T02:49:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04020", "timestamp": "2024-01-26T08:57:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04021", "timestamp": "2023-09-09T18:43:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04022", "timestamp": "2025-02-05T15:06:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04023", "timestamp": "2024-12-15T06:30:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04024", "timestamp": "2023-04-29T10:53:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04025", "timestamp": "2022-06-14T18:21:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04026", "timestamp": "2022-06-08T23:37:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04027", "timestamp": "2024-10-06T04:06:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8526775586) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04028", "timestamp": "2022-05-30T08:44:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04029", "timestamp": "2023-08-27T09:49:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04030", "timestamp": "2022-05-28T09:48:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04031", "timestamp": "2025-05-20T22:04:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX7154903627", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7154903627). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04032", "timestamp": "2025-07-01T21:00:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04033", "timestamp": "2023-01-20T19:04:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04034", "timestamp": "2022-11-08T07:39:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04035", "timestamp": "2022-05-03T19:00:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04036", "timestamp": "2022-11-15T17:58:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04037", "timestamp": "2022-09-11T07:41:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04038", "timestamp": "2025-07-26T06:42:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04039", "timestamp": "2024-01-09T14:05:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04040", "timestamp": "2025-09-20T06:08:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04041", "timestamp": "2025-11-07T06:48:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04042", "timestamp": "2025-11-22T19:44:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04043", "timestamp": "2025-07-19T20:02:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04044", "timestamp": "2022-10-25T06:34:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04045", "timestamp": "2025-01-14T04:02:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04046", "timestamp": "2023-10-18T02:07:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04047", "timestamp": "2023-05-08T03:17:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04048", "timestamp": "2022-10-27T18:16:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04049", "timestamp": "2024-02-13T07:12:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04050", "timestamp": "2023-01-12T20:54:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04051", "timestamp": "2025-09-03T04:00:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04052", "timestamp": "2023-09-03T15:06:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04053", "timestamp": "2023-07-01T06:53:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04054", "timestamp": "2025-05-04T16:31:00", "year": 2025, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3249795711) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04055", "timestamp": "2022-10-13T13:41:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04056", "timestamp": "2024-01-15T02:42:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04057", "timestamp": "2022-01-10T07:02:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04058", "timestamp": "2022-11-29T10:21:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04059", "timestamp": "2024-11-30T18:27:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0485035843", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0485035843) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04060", "timestamp": "2024-08-12T21:07:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04061", "timestamp": "2022-02-06T10:06:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04062", "timestamp": "2025-06-06T03:35:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04063", "timestamp": "2025-07-09T12:21:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04064", "timestamp": "2025-01-12T14:33:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04065", "timestamp": "2025-04-05T23:57:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04066", "timestamp": "2025-12-31T16:08:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04067", "timestamp": "2022-04-15T05:59:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04068", "timestamp": "2023-08-18T08:31:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04069", "timestamp": "2023-06-26T19:23:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04070", "timestamp": "2023-09-26T01:15:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04071", "timestamp": "2025-01-18T14:48:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2868469850). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04072", "timestamp": "2022-10-16T07:42:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04073", "timestamp": "2025-05-11T07:24:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04074", "timestamp": "2022-12-27T16:35:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04075", "timestamp": "2023-06-15T19:57:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04076", "timestamp": "2024-04-10T10:06:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04077", "timestamp": "2024-05-22T19:41:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04078", "timestamp": "2025-05-22T11:31:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04079", "timestamp": "2025-03-08T08:24:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04080", "timestamp": "2024-06-25T02:31:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04081", "timestamp": "2024-04-11T07:27:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04082", "timestamp": "2024-06-23T04:04:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04083", "timestamp": "2025-06-09T09:21:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04084", "timestamp": "2023-01-01T08:59:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04085", "timestamp": "2024-01-03T21:54:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04086", "timestamp": "2025-08-02T22:33:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04087", "timestamp": "2025-12-12T03:48:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04088", "timestamp": "2024-06-29T17:13:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04089", "timestamp": "2024-11-04T11:10:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04090", "timestamp": "2025-12-30T02:20:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04091", "timestamp": "2024-09-07T12:43:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04092", "timestamp": "2024-04-02T19:31:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04093", "timestamp": "2024-10-29T12:30:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04094", "timestamp": "2025-03-21T05:03:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04095", "timestamp": "2025-06-26T14:04:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04096", "timestamp": "2022-05-01T17:47:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04097", "timestamp": "2023-04-09T09:58:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04098", "timestamp": "2025-03-17T23:51:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04099", "timestamp": "2024-06-19T15:39:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04100", "timestamp": "2025-12-07T08:16:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04101", "timestamp": "2024-06-29T02:54:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04102", "timestamp": "2022-06-10T09:24:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04103", "timestamp": "2024-11-17T23:12:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04104", "timestamp": "2024-04-07T03:22:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04105", "timestamp": "2023-01-07T13:44:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04106", "timestamp": "2023-12-18T23:52:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04107", "timestamp": "2024-10-03T18:11:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04108", "timestamp": "2023-09-29T03:26:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1346435658) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04109", "timestamp": "2022-06-07T22:37:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04110", "timestamp": "2025-12-08T05:52:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04111", "timestamp": "2025-05-20T01:43:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04112", "timestamp": "2025-04-04T17:22:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04113", "timestamp": "2022-10-27T10:18:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04114", "timestamp": "2022-07-28T00:53:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04115", "timestamp": "2022-09-12T04:52:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04116", "timestamp": "2023-12-12T17:53:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04117", "timestamp": "2024-06-07T09:22:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04118", "timestamp": "2023-02-04T02:15:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04119", "timestamp": "2025-04-28T00:28:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04120", "timestamp": "2022-03-01T23:00:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04121", "timestamp": "2023-12-14T13:24:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04122", "timestamp": "2025-02-11T01:41:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04123", "timestamp": "2025-01-30T03:46:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04124", "timestamp": "2025-07-03T02:31:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04125", "timestamp": "2024-12-14T11:34:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04126", "timestamp": "2023-07-09T16:44:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1725229740). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04127", "timestamp": "2024-10-20T12:45:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04128", "timestamp": "2025-06-28T21:46:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04129", "timestamp": "2022-06-27T02:29:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04130", "timestamp": "2024-11-02T03:32:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04131", "timestamp": "2023-05-19T07:59:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04132", "timestamp": "2025-07-22T06:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04133", "timestamp": "2022-02-21T15:42:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04134", "timestamp": "2023-07-15T03:31:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04135", "timestamp": "2023-12-28T22:50:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04136", "timestamp": "2025-01-09T14:01:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04137", "timestamp": "2025-03-16T15:50:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04138", "timestamp": "2023-09-19T22:39:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04139", "timestamp": "2022-10-19T22:53:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04140", "timestamp": "2023-03-31T02:50:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04141", "timestamp": "2022-03-21T12:05:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04142", "timestamp": "2025-10-26T18:03:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0951114268", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0951114268) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04143", "timestamp": "2022-03-02T02:19:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04144", "timestamp": "2025-09-26T17:29:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04145", "timestamp": "2022-06-03T16:49:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04146", "timestamp": "2025-07-29T15:43:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04147", "timestamp": "2023-03-30T21:12:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04148", "timestamp": "2025-04-01T14:49:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04149", "timestamp": "2023-06-13T06:30:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04150", "timestamp": "2024-02-09T16:40:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04151", "timestamp": "2022-02-12T00:28:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04152", "timestamp": "2025-09-28T18:35:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04153", "timestamp": "2025-12-23T08:37:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04154", "timestamp": "2022-06-23T16:30:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04155", "timestamp": "2023-12-23T07:47:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04156", "timestamp": "2025-02-23T16:49:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04157", "timestamp": "2024-07-31T06:47:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04158", "timestamp": "2023-04-21T07:28:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX8369378866", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8369378866). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04159", "timestamp": "2022-11-16T16:07:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0821470600", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0821470600) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04160", "timestamp": "2025-01-18T04:36:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04161", "timestamp": "2025-04-26T09:24:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04162", "timestamp": "2023-11-11T11:39:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04163", "timestamp": "2023-12-04T13:35:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04164", "timestamp": "2023-04-23T01:05:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04165", "timestamp": "2022-05-03T15:12:00", "year": 2022, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04166", "timestamp": "2025-10-10T01:19:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04167", "timestamp": "2024-02-21T22:11:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04168", "timestamp": "2024-04-29T20:17:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04169", "timestamp": "2022-03-15T04:31:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3465371392). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04170", "timestamp": "2024-01-17T10:24:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04171", "timestamp": "2024-08-15T00:16:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04172", "timestamp": "2023-12-02T10:10:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04173", "timestamp": "2023-01-26T12:39:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2453485880", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2453485880) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04174", "timestamp": "2024-10-09T07:01:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5127679429", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5127679429) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04175", "timestamp": "2022-11-28T22:05:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04176", "timestamp": "2023-12-02T00:15:00", "year": 2023, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX5071041703", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04177", "timestamp": "2025-10-28T20:26:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04178", "timestamp": "2024-07-14T22:07:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04179", "timestamp": "2024-09-12T12:03:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04180", "timestamp": "2023-09-04T19:39:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04181", "timestamp": "2022-09-10T23:42:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04182", "timestamp": "2025-01-06T20:43:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04183", "timestamp": "2023-06-02T06:24:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04184", "timestamp": "2025-04-11T13:47:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04185", "timestamp": "2022-10-24T10:28:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04186", "timestamp": "2023-02-24T18:19:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04187", "timestamp": "2022-04-01T10:36:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4009344312", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4009344312) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04188", "timestamp": "2024-08-28T03:49:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04189", "timestamp": "2023-09-04T19:09:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04190", "timestamp": "2022-03-27T12:32:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04191", "timestamp": "2025-05-23T03:49:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04192", "timestamp": "2024-12-09T16:07:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04193", "timestamp": "2023-08-04T23:05:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04194", "timestamp": "2023-04-01T13:25:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04195", "timestamp": "2023-03-17T07:59:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04196", "timestamp": "2022-08-08T08:54:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04197", "timestamp": "2025-10-16T21:27:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04198", "timestamp": "2023-12-04T02:46:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04199", "timestamp": "2022-01-04T08:37:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04200", "timestamp": "2023-03-20T00:56:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04201", "timestamp": "2022-12-25T17:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04202", "timestamp": "2025-07-18T15:19:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04203", "timestamp": "2024-02-22T13:05:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04204", "timestamp": "2024-07-22T14:55:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04205", "timestamp": "2022-12-03T16:46:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04206", "timestamp": "2025-09-14T03:26:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04207", "timestamp": "2024-03-04T10:16:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04208", "timestamp": "2022-04-07T22:46:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04209", "timestamp": "2022-02-14T05:12:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04210", "timestamp": "2023-09-19T06:30:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04211", "timestamp": "2022-08-27T08:52:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04212", "timestamp": "2024-07-06T20:39:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04213", "timestamp": "2024-05-03T14:52:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_04214", "timestamp": "2022-01-21T12:14:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04215", "timestamp": "2024-07-02T21:19:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04216", "timestamp": "2022-11-02T06:47:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04217", "timestamp": "2024-04-08T18:39:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6366098254", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6366098254) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04218", "timestamp": "2025-04-22T07:13:00", "year": 2025, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8620279797) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04219", "timestamp": "2024-01-28T11:19:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04220", "timestamp": "2024-01-06T06:16:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04221", "timestamp": "2024-07-10T10:11:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04222", "timestamp": "2022-07-11T20:23:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04223", "timestamp": "2025-07-21T23:54:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04224", "timestamp": "2023-12-04T08:48:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8975924155) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04225", "timestamp": "2025-09-29T14:51:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04226", "timestamp": "2025-05-27T03:58:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04227", "timestamp": "2024-08-30T01:32:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04228", "timestamp": "2022-12-17T13:16:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04229", "timestamp": "2022-05-13T00:38:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04230", "timestamp": "2022-06-02T09:09:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04231", "timestamp": "2024-02-03T00:42:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04232", "timestamp": "2022-03-11T21:05:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04233", "timestamp": "2024-09-11T21:31:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04234", "timestamp": "2025-07-05T07:40:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04235", "timestamp": "2024-03-02T17:20:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04236", "timestamp": "2022-02-21T08:21:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04237", "timestamp": "2024-04-13T23:29:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04238", "timestamp": "2024-09-08T14:34:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04239", "timestamp": "2024-11-22T21:33:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04240", "timestamp": "2024-11-24T00:44:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04241", "timestamp": "2022-08-02T21:46:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX2579207156", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04242", "timestamp": "2022-09-15T05:38:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04243", "timestamp": "2024-02-21T07:36:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04244", "timestamp": "2022-03-25T04:19:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04245", "timestamp": "2022-10-17T01:14:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04246", "timestamp": "2023-03-01T02:27:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04247", "timestamp": "2023-05-03T17:36:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04248", "timestamp": "2024-09-07T22:00:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04249", "timestamp": "2023-10-02T23:23:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04250", "timestamp": "2024-07-19T18:33:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04251", "timestamp": "2025-04-26T03:30:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04252", "timestamp": "2025-07-23T02:07:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04253", "timestamp": "2024-07-02T01:44:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7768195611). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04254", "timestamp": "2024-12-13T06:59:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04255", "timestamp": "2023-09-11T11:32:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04256", "timestamp": "2022-03-05T07:06:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04257", "timestamp": "2022-10-14T01:08:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04258", "timestamp": "2024-12-01T06:19:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04259", "timestamp": "2024-11-17T13:51:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04260", "timestamp": "2022-11-25T00:49:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04261", "timestamp": "2023-09-29T21:37:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04262", "timestamp": "2023-11-29T03:13:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04263", "timestamp": "2022-05-29T17:13:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04264", "timestamp": "2022-09-27T12:28:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04265", "timestamp": "2024-01-08T00:23:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04266", "timestamp": "2024-04-27T08:29:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04267", "timestamp": "2025-09-27T21:47:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04268", "timestamp": "2023-02-11T22:56:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04269", "timestamp": "2022-12-01T01:58:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04270", "timestamp": "2024-09-09T20:49:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04271", "timestamp": "2024-11-04T04:17:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04272", "timestamp": "2022-04-27T23:59:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04273", "timestamp": "2025-10-24T17:58:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04274", "timestamp": "2024-01-17T12:56:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04275", "timestamp": "2024-10-03T20:18:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04276", "timestamp": "2025-11-08T23:33:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04277", "timestamp": "2025-10-22T00:40:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04278", "timestamp": "2025-06-04T04:44:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04279", "timestamp": "2022-12-27T13:18:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04280", "timestamp": "2023-05-02T18:34:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04281", "timestamp": "2024-08-27T00:39:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04282", "timestamp": "2024-09-10T08:08:00", "year": 2024, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3651927431) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04283", "timestamp": "2025-12-14T09:16:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX6728433952", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6728433952). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04284", "timestamp": "2022-01-04T20:01:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04285", "timestamp": "2025-08-20T18:28:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5222340387) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04286", "timestamp": "2024-10-24T00:21:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04287", "timestamp": "2025-02-04T07:24:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04288", "timestamp": "2022-10-19T22:00:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04289", "timestamp": "2025-10-05T19:21:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04290", "timestamp": "2022-08-12T11:37:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04291", "timestamp": "2025-12-23T11:51:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04292", "timestamp": "2022-01-24T20:53:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04293", "timestamp": "2023-11-10T19:39:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04294", "timestamp": "2022-06-22T02:09:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04295", "timestamp": "2022-11-09T19:27:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04296", "timestamp": "2023-12-21T11:12:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04297", "timestamp": "2022-02-02T00:05:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04298", "timestamp": "2023-11-22T20:57:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04299", "timestamp": "2024-11-04T18:03:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04300", "timestamp": "2025-01-16T07:31:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04301", "timestamp": "2024-09-01T20:46:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04302", "timestamp": "2022-10-11T06:31:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04303", "timestamp": "2023-01-15T22:07:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04304", "timestamp": "2025-04-23T06:27:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04305", "timestamp": "2023-07-13T17:46:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04306", "timestamp": "2022-07-30T01:11:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_04307", "timestamp": "2022-05-28T02:59:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04308", "timestamp": "2023-12-11T15:32:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04309", "timestamp": "2023-04-15T09:06:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04310", "timestamp": "2023-06-22T21:43:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04311", "timestamp": "2025-07-03T13:23:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04312", "timestamp": "2024-06-29T18:10:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04313", "timestamp": "2025-07-26T00:39:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04314", "timestamp": "2024-10-07T13:27:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04315", "timestamp": "2022-08-28T01:05:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04316", "timestamp": "2024-06-04T21:21:00", "year": 2024, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX8041999956", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04317", "timestamp": "2022-07-10T06:16:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04318", "timestamp": "2023-03-08T21:05:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04319", "timestamp": "2024-05-21T12:48:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04320", "timestamp": "2025-04-24T22:45:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04321", "timestamp": "2023-02-19T18:29:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4012432102", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4012432102) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04322", "timestamp": "2025-07-31T06:01:00", "year": 2025, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3059503326) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04323", "timestamp": "2023-12-04T16:23:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04324", "timestamp": "2023-06-20T01:21:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04325", "timestamp": "2024-10-13T20:18:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04326", "timestamp": "2024-05-25T22:31:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04327", "timestamp": "2025-08-22T18:29:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_04328", "timestamp": "2022-08-13T23:46:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04329", "timestamp": "2025-06-08T22:36:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04330", "timestamp": "2022-06-05T20:45:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04331", "timestamp": "2025-08-21T07:26:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04332", "timestamp": "2025-10-06T14:39:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8420008239", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8420008239) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04333", "timestamp": "2024-05-16T11:32:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04334", "timestamp": "2023-09-24T07:04:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04335", "timestamp": "2022-03-30T07:40:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04336", "timestamp": "2022-05-04T03:07:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04337", "timestamp": "2025-09-01T13:05:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04338", "timestamp": "2024-01-16T01:39:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04339", "timestamp": "2022-12-21T01:27:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04340", "timestamp": "2025-10-07T14:33:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04341", "timestamp": "2022-01-07T22:47:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04342", "timestamp": "2023-09-07T18:20:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9690137393) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04343", "timestamp": "2024-05-05T17:33:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04344", "timestamp": "2024-02-18T04:56:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04345", "timestamp": "2022-02-22T14:03:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7661061444", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7661061444) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04346", "timestamp": "2022-04-08T22:35:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04347", "timestamp": "2024-08-10T00:53:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04348", "timestamp": "2024-08-29T20:07:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04349", "timestamp": "2024-11-12T18:54:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04350", "timestamp": "2024-10-31T14:28:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04351", "timestamp": "2023-02-22T08:41:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04352", "timestamp": "2022-09-02T02:15:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04353", "timestamp": "2024-09-27T23:56:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04354", "timestamp": "2024-01-20T08:13:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2956617452). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04355", "timestamp": "2024-09-06T09:29:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04356", "timestamp": "2022-05-23T06:52:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7345146374) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04357", "timestamp": "2025-04-25T14:49:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04358", "timestamp": "2022-06-01T09:11:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9633010393", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9633010393) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04359", "timestamp": "2023-12-09T01:00:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04360", "timestamp": "2022-06-10T15:41:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0082989814) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04361", "timestamp": "2025-08-20T10:34:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04362", "timestamp": "2025-05-17T23:53:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3543948610", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3543948610) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04363", "timestamp": "2024-01-26T22:28:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04364", "timestamp": "2022-02-17T12:26:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04365", "timestamp": "2023-10-14T11:41:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04366", "timestamp": "2022-01-31T05:42:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5579033607) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04367", "timestamp": "2024-07-13T00:04:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04368", "timestamp": "2022-03-23T01:07:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04369", "timestamp": "2025-10-11T16:58:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04370", "timestamp": "2022-08-30T00:15:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04371", "timestamp": "2025-01-07T18:59:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04372", "timestamp": "2022-01-05T11:14:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04373", "timestamp": "2025-11-19T01:09:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04374", "timestamp": "2022-07-09T08:09:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04375", "timestamp": "2023-11-14T03:22:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04376", "timestamp": "2023-08-19T11:45:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04377", "timestamp": "2024-11-02T09:51:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04378", "timestamp": "2024-12-04T00:11:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04379", "timestamp": "2025-05-24T21:17:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04380", "timestamp": "2023-03-19T09:42:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04381", "timestamp": "2025-03-27T04:01:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04382", "timestamp": "2023-12-19T21:44:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04383", "timestamp": "2022-02-09T13:53:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04384", "timestamp": "2025-06-24T18:51:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04385", "timestamp": "2023-06-04T11:04:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04386", "timestamp": "2023-02-06T12:20:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04387", "timestamp": "2023-02-07T17:47:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04388", "timestamp": "2024-01-11T20:39:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04389", "timestamp": "2025-07-21T18:53:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04390", "timestamp": "2025-11-14T03:04:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04391", "timestamp": "2023-10-25T21:59:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04392", "timestamp": "2025-12-02T00:00:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9421908535) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04393", "timestamp": "2025-03-21T17:43:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04394", "timestamp": "2023-10-23T22:37:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04395", "timestamp": "2024-09-19T21:33:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04396", "timestamp": "2025-03-25T19:12:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04397", "timestamp": "2023-05-17T23:27:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04398", "timestamp": "2025-05-27T21:37:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04399", "timestamp": "2023-06-20T03:15:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04400", "timestamp": "2025-06-27T15:25:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04401", "timestamp": "2023-09-01T09:56:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04402", "timestamp": "2022-10-17T06:39:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04403", "timestamp": "2025-02-03T08:11:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04404", "timestamp": "2023-05-07T23:08:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04405", "timestamp": "2022-01-02T19:35:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04406", "timestamp": "2023-01-26T00:45:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04407", "timestamp": "2022-02-22T03:28:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04408", "timestamp": "2023-10-02T23:34:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX3722493138", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3722493138). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04409", "timestamp": "2025-12-28T04:04:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04410", "timestamp": "2023-08-17T02:32:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04411", "timestamp": "2024-01-20T11:35:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04412", "timestamp": "2025-01-01T12:57:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04413", "timestamp": "2023-11-02T11:34:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04414", "timestamp": "2023-12-18T10:38:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04415", "timestamp": "2022-01-19T12:50:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04416", "timestamp": "2024-08-17T04:31:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04417", "timestamp": "2023-08-01T09:33:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04418", "timestamp": "2025-06-12T02:04:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04419", "timestamp": "2023-12-18T08:52:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04420", "timestamp": "2022-03-09T18:20:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04421", "timestamp": "2024-06-17T00:38:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1668588390", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1668588390) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04422", "timestamp": "2025-10-01T09:23:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04423", "timestamp": "2022-12-03T22:52:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04424", "timestamp": "2025-08-20T17:23:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04425", "timestamp": "2022-09-15T07:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04426", "timestamp": "2024-02-21T11:48:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04427", "timestamp": "2023-09-24T20:46:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04428", "timestamp": "2025-05-06T09:54:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04429", "timestamp": "2023-06-20T20:11:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04430", "timestamp": "2023-12-06T09:50:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04431", "timestamp": "2022-02-17T21:50:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04432", "timestamp": "2023-12-19T15:38:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04433", "timestamp": "2025-06-15T08:52:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04434", "timestamp": "2025-04-17T22:58:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04435", "timestamp": "2024-05-27T01:29:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04436", "timestamp": "2023-07-31T18:37:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04437", "timestamp": "2022-04-29T15:19:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04438", "timestamp": "2022-12-06T21:50:00", "year": 2022, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04439", "timestamp": "2023-04-29T04:53:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04440", "timestamp": "2024-07-31T07:40:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04441", "timestamp": "2024-12-01T14:39:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04442", "timestamp": "2023-03-05T14:55:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04443", "timestamp": "2023-02-05T13:16:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX8183612203", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8183612203). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04444", "timestamp": "2024-04-18T20:27:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04445", "timestamp": "2023-12-23T06:53:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04446", "timestamp": "2023-10-20T14:29:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04447", "timestamp": "2022-09-22T12:06:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04448", "timestamp": "2024-10-11T02:21:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04449", "timestamp": "2024-08-24T16:12:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04450", "timestamp": "2022-07-13T04:50:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04451", "timestamp": "2022-02-25T09:57:00", "year": 2022, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4052567663) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04452", "timestamp": "2025-10-12T17:37:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04453", "timestamp": "2023-12-31T03:27:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04454", "timestamp": "2023-09-13T20:10:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04455", "timestamp": "2025-02-20T14:09:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04456", "timestamp": "2023-07-26T09:29:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04457", "timestamp": "2025-03-17T20:02:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04458", "timestamp": "2023-04-27T15:50:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04459", "timestamp": "2024-02-23T18:02:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04460", "timestamp": "2022-10-19T19:50:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7007019892). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04461", "timestamp": "2024-11-25T22:26:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04462", "timestamp": "2023-08-18T16:08:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04463", "timestamp": "2022-07-26T04:22:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04464", "timestamp": "2022-07-28T07:09:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04465", "timestamp": "2025-05-25T09:03:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04466", "timestamp": "2023-09-08T10:37:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04467", "timestamp": "2025-11-03T16:07:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04468", "timestamp": "2024-03-24T14:36:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04469", "timestamp": "2024-08-16T16:23:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04470", "timestamp": "2024-03-11T19:52:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04471", "timestamp": "2025-11-22T23:53:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3420315771", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3420315771) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04472", "timestamp": "2024-08-29T18:43:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04473", "timestamp": "2024-02-04T07:55:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04474", "timestamp": "2024-05-31T01:14:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04475", "timestamp": "2023-04-28T01:12:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04476", "timestamp": "2023-10-16T05:15:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04477", "timestamp": "2024-02-04T05:18:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04478", "timestamp": "2022-06-04T19:59:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04479", "timestamp": "2024-03-04T16:33:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04480", "timestamp": "2023-02-20T06:28:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04481", "timestamp": "2025-10-23T22:42:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04482", "timestamp": "2022-12-08T21:14:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04483", "timestamp": "2024-11-04T20:58:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04484", "timestamp": "2024-08-07T06:18:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04485", "timestamp": "2023-02-06T16:52:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7813894740", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7813894740) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04486", "timestamp": "2025-05-24T02:38:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04487", "timestamp": "2025-03-30T18:27:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04488", "timestamp": "2025-12-16T12:01:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04489", "timestamp": "2023-02-17T11:12:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04490", "timestamp": "2025-12-30T18:28:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04491", "timestamp": "2025-03-05T08:54:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04492", "timestamp": "2024-06-03T13:55:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04493", "timestamp": "2022-02-27T06:56:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04494", "timestamp": "2025-02-22T07:15:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04495", "timestamp": "2023-07-31T13:20:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04496", "timestamp": "2025-07-24T10:56:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04497", "timestamp": "2022-03-13T08:20:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04498", "timestamp": "2022-12-19T10:05:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04499", "timestamp": "2023-05-12T06:07:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04500", "timestamp": "2025-01-29T17:14:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04501", "timestamp": "2025-05-23T23:25:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1274121597", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1274121597) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04502", "timestamp": "2022-12-20T19:42:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04503", "timestamp": "2023-01-17T18:13:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04504", "timestamp": "2025-05-08T18:43:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2309646174", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2309646174) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04505", "timestamp": "2025-01-13T02:49:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04506", "timestamp": "2023-09-28T04:24:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04507", "timestamp": "2022-01-07T00:52:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04508", "timestamp": "2024-06-21T21:54:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04509", "timestamp": "2023-01-10T04:04:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04510", "timestamp": "2025-11-13T18:42:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04511", "timestamp": "2024-11-14T03:35:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2676224144", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2676224144) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04512", "timestamp": "2024-12-08T22:00:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04513", "timestamp": "2024-02-19T18:43:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04514", "timestamp": "2025-01-25T14:40:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04515", "timestamp": "2023-01-08T04:02:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04516", "timestamp": "2025-07-10T03:06:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04517", "timestamp": "2022-01-17T05:43:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04518", "timestamp": "2024-04-02T23:15:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04519", "timestamp": "2023-09-01T09:44:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04520", "timestamp": "2024-03-15T14:09:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04521", "timestamp": "2024-10-07T14:20:00", "year": 2024, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7528151062", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7528151062). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04522", "timestamp": "2022-11-28T01:06:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04523", "timestamp": "2025-04-03T23:42:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04524", "timestamp": "2025-11-13T06:13:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04525", "timestamp": "2025-12-11T12:21:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04526", "timestamp": "2025-03-06T23:44:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX0176394046", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0176394046). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04527", "timestamp": "2025-11-23T18:32:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04528", "timestamp": "2023-04-18T18:20:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04529", "timestamp": "2022-07-06T12:11:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6767225189) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04530", "timestamp": "2023-04-27T20:54:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9770077963). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04531", "timestamp": "2023-07-29T08:59:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5718257993", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5718257993) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04532", "timestamp": "2025-05-02T21:10:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04533", "timestamp": "2025-03-04T01:48:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX2363979059", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04534", "timestamp": "2025-03-20T09:38:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04535", "timestamp": "2025-02-10T08:28:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7456874385). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04536", "timestamp": "2025-10-19T17:13:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04537", "timestamp": "2022-08-18T11:12:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04538", "timestamp": "2025-06-02T05:23:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04539", "timestamp": "2025-05-02T04:26:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04540", "timestamp": "2023-07-27T10:20:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_04541", "timestamp": "2024-10-06T14:30:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04542", "timestamp": "2025-09-06T23:50:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04543", "timestamp": "2025-04-01T19:33:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04544", "timestamp": "2024-05-18T06:12:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04545", "timestamp": "2025-04-10T18:32:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04546", "timestamp": "2022-11-07T22:12:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04547", "timestamp": "2022-08-08T01:58:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04548", "timestamp": "2022-03-27T08:59:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04549", "timestamp": "2022-05-19T03:54:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04550", "timestamp": "2024-02-02T04:30:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04551", "timestamp": "2023-06-14T21:03:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04552", "timestamp": "2022-09-02T07:08:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04553", "timestamp": "2024-11-28T03:10:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4303208840) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04554", "timestamp": "2023-06-20T21:04:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04555", "timestamp": "2024-05-07T15:11:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04556", "timestamp": "2025-07-17T07:20:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04557", "timestamp": "2024-08-22T05:32:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04558", "timestamp": "2023-12-01T01:29:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04559", "timestamp": "2024-12-02T10:39:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04560", "timestamp": "2025-01-28T06:28:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6777828496) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04561", "timestamp": "2022-10-20T10:07:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04562", "timestamp": "2022-09-20T08:35:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_04563", "timestamp": "2025-09-09T10:42:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04564", "timestamp": "2023-05-13T07:54:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04565", "timestamp": "2023-11-25T06:47:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04566", "timestamp": "2024-11-22T17:15:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04567", "timestamp": "2024-09-23T23:55:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04568", "timestamp": "2025-03-30T06:07:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04569", "timestamp": "2025-05-26T18:01:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04570", "timestamp": "2022-04-16T06:08:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04571", "timestamp": "2022-10-10T03:19:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8614944535) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04572", "timestamp": "2025-07-21T03:04:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04573", "timestamp": "2025-04-02T15:37:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04574", "timestamp": "2022-02-02T23:30:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04575", "timestamp": "2024-09-30T06:55:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04576", "timestamp": "2022-12-26T10:30:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX0730810128", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04577", "timestamp": "2025-05-29T06:16:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04578", "timestamp": "2025-04-25T22:45:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04579", "timestamp": "2023-12-30T23:06:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04580", "timestamp": "2022-10-04T21:16:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04581", "timestamp": "2022-08-15T08:48:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04582", "timestamp": "2022-07-07T16:30:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04583", "timestamp": "2022-05-10T20:39:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04584", "timestamp": "2025-01-17T19:14:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04585", "timestamp": "2022-12-04T01:33:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04586", "timestamp": "2024-02-29T22:59:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04587", "timestamp": "2022-01-15T07:39:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04588", "timestamp": "2024-04-15T08:35:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04589", "timestamp": "2024-05-09T00:52:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04590", "timestamp": "2022-07-15T01:19:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04591", "timestamp": "2024-04-18T05:22:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04592", "timestamp": "2022-09-29T11:24:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04593", "timestamp": "2025-06-02T17:37:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04594", "timestamp": "2023-07-07T12:43:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1129850114). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04595", "timestamp": "2023-10-23T23:14:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04596", "timestamp": "2022-03-08T03:11:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04597", "timestamp": "2022-04-24T02:03:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04598", "timestamp": "2023-03-19T05:01:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04599", "timestamp": "2024-03-27T00:55:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04600", "timestamp": "2025-07-26T21:43:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04601", "timestamp": "2024-05-29T09:10:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04602", "timestamp": "2025-11-02T03:56:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04603", "timestamp": "2025-03-03T01:22:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2820622576). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04604", "timestamp": "2022-06-23T08:57:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04605", "timestamp": "2024-07-17T21:42:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04606", "timestamp": "2025-04-29T02:46:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04607", "timestamp": "2024-08-05T15:40:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04608", "timestamp": "2024-01-25T06:47:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04609", "timestamp": "2025-03-10T14:02:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04610", "timestamp": "2024-10-19T12:39:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04611", "timestamp": "2025-07-11T18:49:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04612", "timestamp": "2022-05-11T14:13:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04613", "timestamp": "2024-01-03T16:12:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04614", "timestamp": "2025-02-16T18:09:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4728067357) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04615", "timestamp": "2022-06-10T21:35:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04616", "timestamp": "2024-06-14T09:08:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04617", "timestamp": "2022-10-20T11:37:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04618", "timestamp": "2025-07-17T19:33:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04619", "timestamp": "2024-04-19T00:36:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04620", "timestamp": "2024-05-29T13:05:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04621", "timestamp": "2025-04-12T22:18:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04622", "timestamp": "2023-04-27T00:45:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04623", "timestamp": "2023-11-01T10:14:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04624", "timestamp": "2025-07-01T19:49:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04625", "timestamp": "2022-11-03T14:12:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04626", "timestamp": "2025-09-04T23:09:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04627", "timestamp": "2022-08-10T19:39:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04628", "timestamp": "2023-04-19T23:30:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04629", "timestamp": "2025-03-06T07:34:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04630", "timestamp": "2024-11-30T21:57:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04631", "timestamp": "2022-06-14T12:42:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04632", "timestamp": "2025-11-16T18:48:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04633", "timestamp": "2025-03-22T08:21:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04634", "timestamp": "2024-04-05T18:46:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04635", "timestamp": "2024-12-23T10:48:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04636", "timestamp": "2022-02-18T01:23:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04637", "timestamp": "2025-08-25T18:02:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04638", "timestamp": "2025-02-28T05:46:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04639", "timestamp": "2023-11-22T15:48:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04640", "timestamp": "2023-12-30T13:24:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04641", "timestamp": "2025-01-06T12:06:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04642", "timestamp": "2024-08-24T00:53:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04643", "timestamp": "2023-03-22T05:35:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04644", "timestamp": "2022-06-11T13:31:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04645", "timestamp": "2025-04-11T19:47:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4516937185", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4516937185) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04646", "timestamp": "2024-07-25T14:12:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04647", "timestamp": "2023-11-22T05:16:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04648", "timestamp": "2023-10-30T23:37:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4680879137) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04649", "timestamp": "2025-10-08T11:11:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04650", "timestamp": "2024-10-03T07:41:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04651", "timestamp": "2022-07-05T04:47:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04652", "timestamp": "2023-07-22T00:06:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04653", "timestamp": "2025-05-13T03:07:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04654", "timestamp": "2023-02-20T10:57:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04655", "timestamp": "2025-03-31T20:50:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04656", "timestamp": "2023-11-18T06:50:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04657", "timestamp": "2022-01-11T01:47:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04658", "timestamp": "2023-12-16T18:14:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04659", "timestamp": "2025-02-20T06:16:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04660", "timestamp": "2022-05-21T23:07:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04661", "timestamp": "2023-02-18T09:12:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04662", "timestamp": "2024-10-30T06:13:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04663", "timestamp": "2025-08-21T13:25:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04664", "timestamp": "2023-08-08T09:51:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3784219172). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04665", "timestamp": "2024-11-01T18:58:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04666", "timestamp": "2025-02-18T15:27:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04667", "timestamp": "2025-10-01T08:29:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04668", "timestamp": "2025-02-27T17:45:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04669", "timestamp": "2025-05-23T15:49:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0285555831). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04670", "timestamp": "2024-07-02T21:28:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04671", "timestamp": "2022-04-04T15:30:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04672", "timestamp": "2022-05-22T15:00:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04673", "timestamp": "2022-08-14T21:59:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04674", "timestamp": "2025-08-06T16:13:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04675", "timestamp": "2024-12-15T01:58:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04676", "timestamp": "2023-07-29T03:31:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04677", "timestamp": "2023-02-21T20:40:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04678", "timestamp": "2023-04-07T01:49:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04679", "timestamp": "2023-07-08T02:14:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04680", "timestamp": "2023-04-13T14:05:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7524220405", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7524220405) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04681", "timestamp": "2022-11-06T01:57:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04682", "timestamp": "2023-06-10T10:38:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1936614749). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04683", "timestamp": "2024-09-23T21:29:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04684", "timestamp": "2025-01-29T21:31:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04685", "timestamp": "2023-07-09T18:18:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7089515814", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7089515814) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04686", "timestamp": "2023-09-01T01:39:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04687", "timestamp": "2024-06-13T14:30:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04688", "timestamp": "2023-03-28T17:36:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04689", "timestamp": "2024-09-07T03:31:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04690", "timestamp": "2024-11-29T14:17:00", "year": 2024, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7675600280", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7675600280). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04691", "timestamp": "2025-10-25T10:56:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0088346168). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04692", "timestamp": "2024-12-09T08:56:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04693", "timestamp": "2022-12-10T07:33:00", "year": 2022, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX8313465464", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8313465464). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04694", "timestamp": "2023-05-16T03:50:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04695", "timestamp": "2025-07-14T01:40:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04696", "timestamp": "2024-08-10T01:56:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04697", "timestamp": "2025-10-29T18:10:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04698", "timestamp": "2022-07-07T12:21:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04699", "timestamp": "2025-12-12T09:51:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04700", "timestamp": "2024-08-15T14:41:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04701", "timestamp": "2022-05-11T04:00:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04702", "timestamp": "2025-02-13T22:41:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04703", "timestamp": "2023-08-22T07:47:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04704", "timestamp": "2024-03-22T18:28:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04705", "timestamp": "2023-05-24T18:51:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04706", "timestamp": "2022-02-06T07:18:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04707", "timestamp": "2024-01-25T05:58:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04708", "timestamp": "2025-02-21T06:38:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4313289894) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04709", "timestamp": "2025-04-07T08:33:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04710", "timestamp": "2022-01-11T13:11:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04711", "timestamp": "2025-08-16T23:41:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04712", "timestamp": "2023-12-24T13:15:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04713", "timestamp": "2025-10-02T08:14:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04714", "timestamp": "2022-07-17T05:01:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04715", "timestamp": "2022-09-28T07:51:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7901934041). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04716", "timestamp": "2022-12-04T07:44:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04717", "timestamp": "2022-08-26T15:15:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04718", "timestamp": "2024-09-23T11:01:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04719", "timestamp": "2022-01-25T19:47:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04720", "timestamp": "2024-06-17T05:31:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04721", "timestamp": "2023-10-21T10:18:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04722", "timestamp": "2022-05-02T04:17:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04723", "timestamp": "2024-09-24T16:14:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04724", "timestamp": "2024-01-05T13:04:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04725", "timestamp": "2023-09-07T11:32:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04726", "timestamp": "2022-07-06T14:23:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04727", "timestamp": "2022-05-04T10:26:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04728", "timestamp": "2022-08-02T15:15:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04729", "timestamp": "2022-04-08T04:09:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04730", "timestamp": "2025-11-06T14:21:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04731", "timestamp": "2025-11-19T03:51:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04732", "timestamp": "2025-06-23T10:47:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5684521419) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04733", "timestamp": "2025-01-16T14:56:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04734", "timestamp": "2023-02-03T17:49:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX5890997128", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5890997128). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04735", "timestamp": "2023-08-27T03:00:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04736", "timestamp": "2025-05-07T01:17:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4287299611) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04737", "timestamp": "2022-08-01T07:42:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8857840673", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8857840673) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04738", "timestamp": "2024-09-23T07:42:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04739", "timestamp": "2025-05-13T06:19:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4082347285) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04740", "timestamp": "2023-02-25T04:36:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04741", "timestamp": "2022-10-18T22:51:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04742", "timestamp": "2023-03-12T01:10:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04743", "timestamp": "2022-08-27T10:43:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04744", "timestamp": "2022-04-24T21:46:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04745", "timestamp": "2022-11-07T00:40:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04746", "timestamp": "2023-01-03T23:37:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04747", "timestamp": "2023-11-06T04:06:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04748", "timestamp": "2022-05-15T23:33:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04749", "timestamp": "2023-07-15T22:35:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04750", "timestamp": "2025-04-03T14:40:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04751", "timestamp": "2022-02-27T04:23:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04752", "timestamp": "2023-06-27T16:19:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9775674062", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9775674062) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04753", "timestamp": "2025-06-02T19:19:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04754", "timestamp": "2025-02-24T04:08:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04755", "timestamp": "2023-12-01T11:19:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04756", "timestamp": "2025-03-13T21:25:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04757", "timestamp": "2022-07-08T14:54:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04758", "timestamp": "2025-02-17T08:42:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04759", "timestamp": "2024-03-22T18:20:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04760", "timestamp": "2024-07-26T22:09:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04761", "timestamp": "2024-07-18T14:41:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04762", "timestamp": "2023-04-17T21:03:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04763", "timestamp": "2025-08-05T21:08:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04764", "timestamp": "2023-12-20T08:00:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4394801798) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04765", "timestamp": "2023-09-11T21:17:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04766", "timestamp": "2024-04-04T15:37:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04767", "timestamp": "2022-01-05T20:18:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_04768", "timestamp": "2024-10-28T18:48:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04769", "timestamp": "2024-03-11T20:54:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04770", "timestamp": "2022-06-16T15:40:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04771", "timestamp": "2024-09-28T13:42:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6829386578) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04772", "timestamp": "2024-04-01T13:02:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04773", "timestamp": "2025-12-30T02:22:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04774", "timestamp": "2025-09-07T15:30:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04775", "timestamp": "2025-02-04T07:11:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8711056193) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04776", "timestamp": "2024-12-21T21:39:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04777", "timestamp": "2025-08-17T19:32:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04778", "timestamp": "2025-06-12T21:05:00", "year": 2025, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX2878644500", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04779", "timestamp": "2025-11-24T22:26:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04780", "timestamp": "2023-04-26T10:39:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04781", "timestamp": "2024-02-29T11:29:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04782", "timestamp": "2025-06-27T15:48:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04783", "timestamp": "2024-12-19T21:40:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04784", "timestamp": "2025-11-27T13:42:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04785", "timestamp": "2024-03-09T13:23:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04786", "timestamp": "2025-10-27T00:09:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04787", "timestamp": "2022-09-16T20:03:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0614638819", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0614638819) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04788", "timestamp": "2022-02-10T05:56:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04789", "timestamp": "2022-07-25T10:34:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04790", "timestamp": "2024-03-11T09:45:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04791", "timestamp": "2022-04-30T06:24:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04792", "timestamp": "2022-09-26T05:24:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04793", "timestamp": "2022-04-23T15:59:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04794", "timestamp": "2025-08-26T11:17:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04795", "timestamp": "2023-01-07T21:02:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04796", "timestamp": "2024-02-22T11:50:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04797", "timestamp": "2022-12-22T01:48:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04798", "timestamp": "2022-08-11T06:03:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04799", "timestamp": "2024-04-15T07:35:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04800", "timestamp": "2022-07-18T07:01:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04801", "timestamp": "2023-04-30T10:00:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04802", "timestamp": "2025-04-25T22:18:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04803", "timestamp": "2022-11-12T06:19:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04804", "timestamp": "2025-03-30T20:44:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04805", "timestamp": "2023-09-22T03:36:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2822404809", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2822404809) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04806", "timestamp": "2024-02-08T17:15:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04807", "timestamp": "2023-01-08T21:18:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04808", "timestamp": "2022-10-03T02:59:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04809", "timestamp": "2025-03-02T07:55:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04810", "timestamp": "2022-04-03T15:21:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04811", "timestamp": "2023-03-29T17:36:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04812", "timestamp": "2023-05-03T01:25:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9396929008", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9396929008) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04813", "timestamp": "2023-03-14T05:02:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04814", "timestamp": "2023-05-11T17:33:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9734887755). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04815", "timestamp": "2022-07-07T14:32:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04816", "timestamp": "2022-09-08T04:19:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04817", "timestamp": "2023-10-22T06:35:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04818", "timestamp": "2023-02-02T20:06:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04819", "timestamp": "2024-12-21T14:32:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04820", "timestamp": "2025-08-12T08:06:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04821", "timestamp": "2024-06-10T09:44:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04822", "timestamp": "2022-07-25T18:13:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04823", "timestamp": "2023-11-08T14:56:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04824", "timestamp": "2022-10-31T22:06:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04825", "timestamp": "2022-08-25T16:41:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04826", "timestamp": "2023-02-19T10:41:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04827", "timestamp": "2025-12-14T15:29:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04828", "timestamp": "2023-06-25T02:43:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04829", "timestamp": "2023-04-24T19:11:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04830", "timestamp": "2025-07-08T05:57:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04831", "timestamp": "2022-05-17T21:16:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04832", "timestamp": "2023-04-28T11:12:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04833", "timestamp": "2022-05-20T06:31:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04834", "timestamp": "2022-01-03T06:29:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04835", "timestamp": "2022-04-23T06:06:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04836", "timestamp": "2024-11-22T15:11:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04837", "timestamp": "2025-05-10T13:40:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04838", "timestamp": "2025-01-11T18:55:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04839", "timestamp": "2025-12-10T23:31:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04840", "timestamp": "2022-09-13T10:19:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6625958343) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04841", "timestamp": "2025-10-06T09:14:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04842", "timestamp": "2023-08-17T15:52:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04843", "timestamp": "2022-02-02T05:24:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04844", "timestamp": "2024-03-05T10:30:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04845", "timestamp": "2024-02-01T14:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04846", "timestamp": "2025-07-02T09:42:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04847", "timestamp": "2022-07-01T06:37:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04848", "timestamp": "2023-02-11T11:14:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04849", "timestamp": "2025-01-18T11:30:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6106519964) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04850", "timestamp": "2024-02-27T06:32:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04851", "timestamp": "2024-08-25T05:44:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04852", "timestamp": "2025-09-11T13:01:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3245973218) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04853", "timestamp": "2025-09-16T04:10:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04854", "timestamp": "2025-10-15T18:30:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04855", "timestamp": "2023-09-11T11:58:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7335662814", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7335662814) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04856", "timestamp": "2022-10-29T23:26:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04857", "timestamp": "2024-12-12T02:45:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04858", "timestamp": "2024-06-16T08:50:00", "year": 2024, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX1319621487", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04859", "timestamp": "2023-10-18T04:11:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04860", "timestamp": "2023-02-27T14:53:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04861", "timestamp": "2023-02-19T01:39:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04862", "timestamp": "2024-09-07T23:40:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5578821952", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5578821952) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04863", "timestamp": "2024-12-14T14:31:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2927310486) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04864", "timestamp": "2022-05-26T00:48:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04865", "timestamp": "2024-12-15T16:35:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2932178554) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04866", "timestamp": "2023-05-20T03:16:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04867", "timestamp": "2022-06-06T10:37:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04868", "timestamp": "2023-06-01T11:41:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04869", "timestamp": "2025-10-26T19:48:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04870", "timestamp": "2022-02-22T01:59:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04871", "timestamp": "2024-08-01T18:49:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04872", "timestamp": "2022-01-06T22:58:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04873", "timestamp": "2022-09-11T23:45:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04874", "timestamp": "2022-01-01T15:53:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04875", "timestamp": "2022-01-24T12:59:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04876", "timestamp": "2025-08-30T06:24:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04877", "timestamp": "2024-08-24T20:43:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04878", "timestamp": "2025-01-25T05:38:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04879", "timestamp": "2023-06-12T07:45:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04880", "timestamp": "2025-10-15T18:10:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04881", "timestamp": "2023-02-28T21:20:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04882", "timestamp": "2023-01-25T06:35:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04883", "timestamp": "2024-09-07T15:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04884", "timestamp": "2024-11-01T12:20:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX1319591160", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04885", "timestamp": "2023-03-04T22:18:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04886", "timestamp": "2025-07-31T13:33:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_04887", "timestamp": "2024-04-15T11:51:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04888", "timestamp": "2025-10-23T06:43:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04889", "timestamp": "2023-10-09T08:04:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04890", "timestamp": "2024-06-10T06:07:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04891", "timestamp": "2025-03-27T07:18:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04892", "timestamp": "2025-11-11T08:23:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04893", "timestamp": "2022-12-17T02:19:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_04894", "timestamp": "2023-05-30T17:28:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04895", "timestamp": "2023-12-01T20:49:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9091576467) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04896", "timestamp": "2024-08-24T09:01:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04897", "timestamp": "2023-05-27T14:24:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04898", "timestamp": "2023-01-18T15:29:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04899", "timestamp": "2025-07-30T03:20:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04900", "timestamp": "2024-09-20T00:37:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04901", "timestamp": "2024-05-18T09:19:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04902", "timestamp": "2022-09-09T05:34:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9725453487). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04903", "timestamp": "2023-06-01T02:28:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04904", "timestamp": "2022-04-05T00:56:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04905", "timestamp": "2023-10-18T05:47:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_04906", "timestamp": "2025-03-03T22:31:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04907", "timestamp": "2023-04-14T08:30:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04908", "timestamp": "2024-02-14T20:32:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04909", "timestamp": "2025-02-21T05:15:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04910", "timestamp": "2022-02-28T03:29:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0521988835). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04911", "timestamp": "2023-09-01T19:51:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04912", "timestamp": "2022-03-18T04:36:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04913", "timestamp": "2023-10-09T09:02:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04914", "timestamp": "2023-11-12T16:07:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4533906019", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4533906019) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04915", "timestamp": "2022-09-13T14:04:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04916", "timestamp": "2024-02-13T22:43:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04917", "timestamp": "2025-09-25T12:22:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04918", "timestamp": "2022-09-06T06:51:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04919", "timestamp": "2023-01-26T17:00:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04920", "timestamp": "2022-01-29T00:13:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04921", "timestamp": "2023-09-27T01:18:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04922", "timestamp": "2025-04-16T11:54:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04923", "timestamp": "2023-11-09T06:10:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04924", "timestamp": "2022-11-27T20:04:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04925", "timestamp": "2025-03-03T19:05:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04926", "timestamp": "2023-01-02T08:20:00", "year": 2023, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX7641212544", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7641212544). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04927", "timestamp": "2022-08-07T22:03:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04928", "timestamp": "2022-07-20T16:51:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04929", "timestamp": "2025-10-19T19:38:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04930", "timestamp": "2024-07-01T06:20:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04931", "timestamp": "2024-12-23T20:11:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04932", "timestamp": "2023-03-24T03:41:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04933", "timestamp": "2022-04-17T03:51:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_04934", "timestamp": "2025-03-01T19:57:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_04935", "timestamp": "2023-02-17T03:02:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04936", "timestamp": "2025-07-29T01:31:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_04937", "timestamp": "2025-06-13T11:18:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04938", "timestamp": "2025-12-18T04:02:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04939", "timestamp": "2023-12-31T10:03:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_04940", "timestamp": "2024-06-25T14:25:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04941", "timestamp": "2025-10-28T02:49:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04942", "timestamp": "2024-07-24T07:10:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04943", "timestamp": "2025-05-19T01:20:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_04944", "timestamp": "2024-03-17T07:08:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04945", "timestamp": "2022-02-21T10:57:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04946", "timestamp": "2024-01-14T10:02:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04947", "timestamp": "2025-01-09T02:30:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04948", "timestamp": "2024-08-29T12:19:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8627683003). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04949", "timestamp": "2022-03-14T17:25:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04950", "timestamp": "2024-08-24T05:55:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04951", "timestamp": "2025-08-03T23:40:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3141747171). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04952", "timestamp": "2024-07-10T14:54:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04953", "timestamp": "2025-01-22T18:11:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04954", "timestamp": "2022-11-29T09:32:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04955", "timestamp": "2022-08-19T10:43:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_04956", "timestamp": "2023-05-07T06:01:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_04957", "timestamp": "2022-02-09T21:04:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04958", "timestamp": "2022-09-07T07:42:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04959", "timestamp": "2025-08-10T15:04:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04960", "timestamp": "2025-02-04T12:37:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04961", "timestamp": "2024-08-01T14:56:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_04962", "timestamp": "2025-08-18T10:34:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_04963", "timestamp": "2025-03-04T10:58:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04964", "timestamp": "2022-11-27T15:31:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_04965", "timestamp": "2024-10-24T09:42:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_04966", "timestamp": "2025-07-10T19:38:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1125166749) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04967", "timestamp": "2022-03-27T11:31:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04968", "timestamp": "2023-12-13T21:58:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_04969", "timestamp": "2022-02-02T14:01:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9549236710) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04970", "timestamp": "2024-07-26T07:07:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04971", "timestamp": "2022-07-09T22:37:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04972", "timestamp": "2024-02-18T11:47:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX3146062092", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3146062092). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04973", "timestamp": "2023-10-21T20:45:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2147498559). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04974", "timestamp": "2022-01-26T11:17:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04975", "timestamp": "2025-05-30T11:32:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04976", "timestamp": "2025-06-17T17:11:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_04977", "timestamp": "2022-05-01T02:57:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04978", "timestamp": "2025-12-28T00:26:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04979", "timestamp": "2025-01-13T22:29:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04980", "timestamp": "2024-06-16T11:25:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_04981", "timestamp": "2022-11-27T07:54:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_04982", "timestamp": "2025-06-05T07:05:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX1562917689", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1562917689). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_04983", "timestamp": "2023-02-17T21:49:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_04984", "timestamp": "2024-09-23T02:39:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_04985", "timestamp": "2022-07-29T16:25:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_04986", "timestamp": "2025-04-26T23:51:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1531629273", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1531629273) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04987", "timestamp": "2022-09-08T20:15:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04988", "timestamp": "2022-12-01T22:55:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_04989", "timestamp": "2025-07-06T19:11:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_04990", "timestamp": "2025-10-09T22:46:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_04991", "timestamp": "2025-03-26T00:34:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_04992", "timestamp": "2025-07-09T04:04:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04993", "timestamp": "2024-04-02T23:41:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9856306475) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_04994", "timestamp": "2024-04-02T13:21:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_04995", "timestamp": "2025-11-26T15:00:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_04996", "timestamp": "2025-03-22T16:08:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_04997", "timestamp": "2022-09-17T23:09:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_04998", "timestamp": "2023-08-09T15:15:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_04999", "timestamp": "2022-09-25T21:43:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05000", "timestamp": "2022-08-26T23:50:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05001", "timestamp": "2025-05-16T09:50:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05002", "timestamp": "2024-03-28T04:10:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7795124290) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05003", "timestamp": "2024-07-22T06:35:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05004", "timestamp": "2022-12-06T21:09:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05005", "timestamp": "2024-07-16T17:09:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05006", "timestamp": "2022-07-12T07:50:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05007", "timestamp": "2023-05-26T00:26:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05008", "timestamp": "2025-08-30T22:08:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05009", "timestamp": "2024-03-28T14:52:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05010", "timestamp": "2024-09-10T02:07:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05011", "timestamp": "2024-10-14T14:48:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05012", "timestamp": "2025-09-16T22:57:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05013", "timestamp": "2024-09-02T14:18:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05014", "timestamp": "2022-07-19T01:21:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05015", "timestamp": "2022-02-25T22:25:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05016", "timestamp": "2024-08-03T01:46:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05017", "timestamp": "2024-10-30T12:23:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05018", "timestamp": "2023-09-15T05:51:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05019", "timestamp": "2023-04-30T19:19:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05020", "timestamp": "2024-10-14T16:09:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05021", "timestamp": "2023-12-02T23:58:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05022", "timestamp": "2022-12-22T16:07:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05023", "timestamp": "2023-12-16T23:19:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05024", "timestamp": "2023-02-10T06:22:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05025", "timestamp": "2024-04-16T22:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05026", "timestamp": "2022-02-08T14:44:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05027", "timestamp": "2025-10-05T03:05:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05028", "timestamp": "2022-10-17T20:48:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05029", "timestamp": "2025-06-24T05:21:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05030", "timestamp": "2024-11-27T10:48:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05031", "timestamp": "2022-10-30T23:58:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05032", "timestamp": "2023-11-29T02:26:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05033", "timestamp": "2023-08-20T12:04:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05034", "timestamp": "2023-12-15T22:40:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05035", "timestamp": "2022-12-17T23:52:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05036", "timestamp": "2022-01-12T03:29:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05037", "timestamp": "2025-06-05T04:39:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05038", "timestamp": "2023-05-08T11:42:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05039", "timestamp": "2023-07-10T06:39:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0036201787) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05040", "timestamp": "2025-06-15T13:57:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05041", "timestamp": "2025-04-12T03:49:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05042", "timestamp": "2025-06-25T02:39:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05043", "timestamp": "2023-02-21T00:51:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05044", "timestamp": "2023-10-29T17:45:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05045", "timestamp": "2024-05-11T07:10:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05046", "timestamp": "2023-08-25T06:31:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05047", "timestamp": "2024-02-14T17:03:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05048", "timestamp": "2022-07-20T07:11:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05049", "timestamp": "2023-10-01T13:04:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05050", "timestamp": "2024-12-04T12:06:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05051", "timestamp": "2023-04-03T16:49:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05052", "timestamp": "2025-09-16T21:08:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05053", "timestamp": "2022-05-12T03:35:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8299560229", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8299560229) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05054", "timestamp": "2025-06-16T03:40:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7355665209). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05055", "timestamp": "2025-08-31T21:14:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05056", "timestamp": "2023-12-10T07:21:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05057", "timestamp": "2022-05-13T14:34:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05058", "timestamp": "2023-01-16T18:10:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05059", "timestamp": "2024-08-11T13:26:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05060", "timestamp": "2025-12-09T22:52:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05061", "timestamp": "2025-12-18T09:13:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05062", "timestamp": "2022-10-28T00:47:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05063", "timestamp": "2022-08-30T22:30:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05064", "timestamp": "2024-06-27T23:04:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05065", "timestamp": "2025-05-07T22:46:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05066", "timestamp": "2023-11-05T12:38:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05067", "timestamp": "2024-04-23T04:13:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05068", "timestamp": "2025-10-28T04:34:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05069", "timestamp": "2024-08-05T11:18:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05070", "timestamp": "2022-02-28T02:43:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05071", "timestamp": "2022-11-30T12:01:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05072", "timestamp": "2023-02-15T05:45:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05073", "timestamp": "2024-10-31T14:16:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05074", "timestamp": "2025-04-07T10:38:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05075", "timestamp": "2022-01-30T23:19:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05076", "timestamp": "2024-01-10T18:17:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05077", "timestamp": "2022-11-05T23:29:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05078", "timestamp": "2025-09-24T00:22:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05079", "timestamp": "2025-12-21T04:39:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05080", "timestamp": "2023-07-09T02:45:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7237545085). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05081", "timestamp": "2023-07-06T07:16:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05082", "timestamp": "2022-05-13T11:13:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05083", "timestamp": "2022-08-09T14:15:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05084", "timestamp": "2025-07-04T19:28:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05085", "timestamp": "2022-01-13T16:10:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3928846643). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05086", "timestamp": "2023-07-04T01:47:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05087", "timestamp": "2024-01-04T04:20:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05088", "timestamp": "2022-10-02T09:56:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05089", "timestamp": "2022-06-11T21:28:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05090", "timestamp": "2024-05-13T23:54:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05091", "timestamp": "2022-09-09T10:03:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8371997131", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8371997131) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05092", "timestamp": "2024-04-10T20:48:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05093", "timestamp": "2025-10-31T06:37:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05094", "timestamp": "2023-09-17T04:31:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5568094022) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05095", "timestamp": "2022-03-29T00:59:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05096", "timestamp": "2025-08-22T04:48:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05097", "timestamp": "2024-03-19T00:57:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05098", "timestamp": "2022-04-19T01:59:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4623119910) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05099", "timestamp": "2024-02-26T08:45:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8484943869) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05100", "timestamp": "2025-08-18T08:09:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05101", "timestamp": "2025-03-30T12:06:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4465740399", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4465740399) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05102", "timestamp": "2024-12-30T15:42:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05103", "timestamp": "2025-01-29T16:06:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05104", "timestamp": "2024-12-06T19:13:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05105", "timestamp": "2024-02-24T12:20:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05106", "timestamp": "2023-09-10T22:44:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05107", "timestamp": "2024-05-19T08:04:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05108", "timestamp": "2022-01-03T09:08:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05109", "timestamp": "2023-07-31T08:17:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05110", "timestamp": "2023-03-23T04:28:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05111", "timestamp": "2024-10-11T03:51:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05112", "timestamp": "2025-08-19T20:30:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05113", "timestamp": "2023-04-24T11:05:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05114", "timestamp": "2025-01-23T14:29:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05115", "timestamp": "2023-11-20T09:08:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1680223943) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05116", "timestamp": "2025-04-02T15:22:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05117", "timestamp": "2024-04-07T22:53:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05118", "timestamp": "2022-10-07T02:17:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05119", "timestamp": "2022-11-03T08:06:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05120", "timestamp": "2022-11-20T00:14:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05121", "timestamp": "2022-11-29T05:30:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05122", "timestamp": "2024-02-19T11:14:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05123", "timestamp": "2023-08-26T10:00:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05124", "timestamp": "2025-06-17T22:33:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3985542346) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05125", "timestamp": "2024-05-27T05:24:00", "year": 2024, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9327946313) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05126", "timestamp": "2023-05-02T16:35:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05127", "timestamp": "2024-11-15T22:04:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05128", "timestamp": "2025-07-14T12:19:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05129", "timestamp": "2024-06-13T01:25:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_05130", "timestamp": "2025-03-18T20:36:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05131", "timestamp": "2024-03-28T09:43:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05132", "timestamp": "2024-08-24T13:20:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05133", "timestamp": "2023-03-29T15:42:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05134", "timestamp": "2025-06-20T04:56:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05135", "timestamp": "2023-12-14T16:05:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05136", "timestamp": "2024-10-25T16:45:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05137", "timestamp": "2024-01-10T00:10:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05138", "timestamp": "2024-03-11T03:28:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05139", "timestamp": "2024-09-26T21:10:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5131271044) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05140", "timestamp": "2022-07-04T17:21:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05141", "timestamp": "2025-04-10T07:45:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05142", "timestamp": "2024-07-27T23:31:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05143", "timestamp": "2022-09-30T05:43:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05144", "timestamp": "2023-07-10T10:55:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05145", "timestamp": "2024-12-14T21:00:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05146", "timestamp": "2022-08-24T23:22:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05147", "timestamp": "2025-04-17T16:24:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05148", "timestamp": "2025-07-29T21:25:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05149", "timestamp": "2024-01-12T15:38:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05150", "timestamp": "2023-07-22T02:30:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05151", "timestamp": "2025-08-16T21:26:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05152", "timestamp": "2025-04-08T08:55:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05153", "timestamp": "2022-04-07T23:34:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05154", "timestamp": "2025-11-12T08:35:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05155", "timestamp": "2024-02-22T22:48:00", "year": 2024, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX3351953756", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05156", "timestamp": "2025-04-10T06:06:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05157", "timestamp": "2023-07-08T09:52:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05158", "timestamp": "2023-05-28T01:23:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05159", "timestamp": "2024-08-14T12:43:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05160", "timestamp": "2024-02-09T02:06:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05161", "timestamp": "2024-01-31T08:27:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05162", "timestamp": "2024-12-03T03:27:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05163", "timestamp": "2022-11-05T17:07:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05164", "timestamp": "2022-11-14T22:32:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05165", "timestamp": "2025-03-24T05:48:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05166", "timestamp": "2023-09-11T11:50:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05167", "timestamp": "2022-07-13T01:42:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05168", "timestamp": "2025-06-29T17:06:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05169", "timestamp": "2022-02-05T19:46:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05170", "timestamp": "2023-12-30T23:14:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4354289137) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05171", "timestamp": "2022-12-09T09:00:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05172", "timestamp": "2025-11-12T04:35:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05173", "timestamp": "2022-10-23T14:13:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05174", "timestamp": "2022-04-02T03:16:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05175", "timestamp": "2023-04-01T00:48:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05176", "timestamp": "2024-12-28T23:35:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05177", "timestamp": "2024-08-17T08:14:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05178", "timestamp": "2023-12-15T20:58:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05179", "timestamp": "2025-07-04T20:33:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05180", "timestamp": "2023-09-06T15:47:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05181", "timestamp": "2023-11-09T05:59:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05182", "timestamp": "2023-08-14T07:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7663388953). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05183", "timestamp": "2022-07-12T12:36:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05184", "timestamp": "2023-12-22T16:29:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05185", "timestamp": "2024-07-30T08:48:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05186", "timestamp": "2022-10-10T08:49:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05187", "timestamp": "2022-04-04T13:02:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05188", "timestamp": "2022-08-21T19:38:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05189", "timestamp": "2023-04-27T05:04:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05190", "timestamp": "2025-09-01T23:24:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05191", "timestamp": "2024-11-26T14:56:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05192", "timestamp": "2022-05-04T07:47:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05193", "timestamp": "2023-08-10T19:08:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX4023811049", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05194", "timestamp": "2022-12-15T05:52:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05195", "timestamp": "2025-02-04T03:46:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05196", "timestamp": "2024-12-26T11:19:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05197", "timestamp": "2025-04-28T15:19:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05198", "timestamp": "2022-04-21T05:47:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05199", "timestamp": "2025-05-26T20:53:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_05200", "timestamp": "2022-08-06T00:02:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05201", "timestamp": "2024-04-17T14:44:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05202", "timestamp": "2023-02-06T23:42:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05203", "timestamp": "2023-01-21T02:06:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05204", "timestamp": "2022-12-03T08:38:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05205", "timestamp": "2024-03-29T12:16:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX6125662466", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6125662466). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05206", "timestamp": "2022-01-30T17:27:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6034222864) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05207", "timestamp": "2025-12-16T04:13:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05208", "timestamp": "2025-03-03T05:44:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05209", "timestamp": "2022-04-29T21:09:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05210", "timestamp": "2022-10-23T20:00:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05211", "timestamp": "2024-06-10T03:27:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05212", "timestamp": "2025-01-02T14:11:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05213", "timestamp": "2025-12-31T00:52:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05214", "timestamp": "2023-08-17T15:55:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05215", "timestamp": "2023-08-10T11:54:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05216", "timestamp": "2023-10-22T20:10:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05217", "timestamp": "2022-06-29T01:30:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05218", "timestamp": "2024-05-27T19:38:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05219", "timestamp": "2024-08-26T20:18:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05220", "timestamp": "2023-03-08T19:15:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05221", "timestamp": "2023-11-14T20:13:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05222", "timestamp": "2025-12-16T15:22:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05223", "timestamp": "2022-09-19T19:29:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05224", "timestamp": "2022-08-23T02:45:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05225", "timestamp": "2025-08-09T16:19:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05226", "timestamp": "2022-06-01T11:46:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05227", "timestamp": "2025-07-07T12:53:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05228", "timestamp": "2023-02-02T17:36:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05229", "timestamp": "2022-07-11T23:21:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05230", "timestamp": "2025-01-03T10:32:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05231", "timestamp": "2023-06-24T04:17:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05232", "timestamp": "2025-05-06T19:55:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05233", "timestamp": "2022-02-06T15:21:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05234", "timestamp": "2024-03-06T06:50:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05235", "timestamp": "2024-06-08T15:35:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05236", "timestamp": "2022-05-12T23:47:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05237", "timestamp": "2023-01-31T13:30:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05238", "timestamp": "2022-05-01T14:31:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05239", "timestamp": "2025-09-12T15:30:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05240", "timestamp": "2023-05-01T18:43:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05241", "timestamp": "2022-12-30T07:50:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05242", "timestamp": "2025-04-27T06:54:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05243", "timestamp": "2023-08-24T12:22:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05244", "timestamp": "2025-06-17T16:01:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1462811189) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05245", "timestamp": "2024-08-31T01:55:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05246", "timestamp": "2025-08-29T09:02:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05247", "timestamp": "2023-07-18T09:28:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05248", "timestamp": "2023-03-09T03:21:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05249", "timestamp": "2024-10-30T09:26:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05250", "timestamp": "2023-08-08T10:39:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05251", "timestamp": "2025-04-22T19:35:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05252", "timestamp": "2022-10-22T07:42:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05253", "timestamp": "2023-04-27T19:00:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05254", "timestamp": "2022-03-26T21:06:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05255", "timestamp": "2025-11-26T18:39:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05256", "timestamp": "2022-09-23T13:17:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05257", "timestamp": "2023-01-14T05:56:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05258", "timestamp": "2023-05-24T12:52:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05259", "timestamp": "2024-03-18T04:07:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05260", "timestamp": "2023-04-28T16:16:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05261", "timestamp": "2024-05-19T03:19:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX9577523754", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05262", "timestamp": "2022-05-23T20:30:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05263", "timestamp": "2024-05-19T15:17:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05264", "timestamp": "2025-05-04T21:24:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05265", "timestamp": "2024-01-04T17:25:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05266", "timestamp": "2023-04-10T20:18:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1196629060) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05267", "timestamp": "2023-11-17T18:27:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0379055942) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05268", "timestamp": "2022-11-28T14:09:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05269", "timestamp": "2025-12-14T20:55:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05270", "timestamp": "2022-01-14T22:54:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8315728167). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05271", "timestamp": "2024-07-04T18:05:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05272", "timestamp": "2025-06-05T22:10:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05273", "timestamp": "2022-01-05T06:57:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05274", "timestamp": "2025-03-15T10:29:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05275", "timestamp": "2022-12-04T05:49:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05276", "timestamp": "2025-07-12T00:56:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05277", "timestamp": "2023-05-08T17:23:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05278", "timestamp": "2022-10-11T21:47:00", "year": 2022, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1919672349) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05279", "timestamp": "2022-03-08T15:51:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05280", "timestamp": "2022-08-03T16:27:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05281", "timestamp": "2025-11-05T14:51:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05282", "timestamp": "2024-01-18T05:53:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05283", "timestamp": "2022-08-04T14:20:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3304268338) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05284", "timestamp": "2024-11-02T22:49:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05285", "timestamp": "2025-12-07T09:18:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05286", "timestamp": "2024-05-17T11:55:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9343287213) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05287", "timestamp": "2023-03-04T00:56:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05288", "timestamp": "2022-01-06T21:27:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05289", "timestamp": "2024-03-20T11:26:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05290", "timestamp": "2022-01-29T11:33:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05291", "timestamp": "2024-01-29T05:45:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7528816879). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05292", "timestamp": "2025-08-18T19:08:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05293", "timestamp": "2025-03-09T07:20:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05294", "timestamp": "2024-04-29T08:18:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05295", "timestamp": "2024-11-02T20:36:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05296", "timestamp": "2024-02-11T14:14:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05297", "timestamp": "2024-12-01T16:09:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05298", "timestamp": "2025-10-16T13:28:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4402920472", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4402920472) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05299", "timestamp": "2025-10-03T11:41:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05300", "timestamp": "2024-10-27T12:07:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05301", "timestamp": "2023-01-05T14:52:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05302", "timestamp": "2024-09-09T01:04:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05303", "timestamp": "2023-06-13T23:56:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05304", "timestamp": "2023-10-08T21:20:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05305", "timestamp": "2024-04-09T17:28:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05306", "timestamp": "2023-10-05T05:33:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05307", "timestamp": "2025-02-19T09:38:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05308", "timestamp": "2023-08-04T13:39:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05309", "timestamp": "2022-06-05T14:51:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX0008123068) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05310", "timestamp": "2022-12-24T07:22:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05311", "timestamp": "2023-05-18T19:39:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05312", "timestamp": "2022-07-07T03:03:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05313", "timestamp": "2024-02-12T14:11:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05314", "timestamp": "2023-06-20T03:29:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05315", "timestamp": "2022-11-04T11:02:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05316", "timestamp": "2023-04-02T07:43:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05317", "timestamp": "2022-03-31T00:45:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05318", "timestamp": "2025-06-01T18:24:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05319", "timestamp": "2022-08-17T01:44:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05320", "timestamp": "2025-11-30T14:25:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05321", "timestamp": "2025-11-10T20:20:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05322", "timestamp": "2023-11-01T08:32:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05323", "timestamp": "2023-05-04T20:49:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05324", "timestamp": "2025-11-06T08:06:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05325", "timestamp": "2022-03-03T08:10:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05326", "timestamp": "2022-02-20T18:47:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05327", "timestamp": "2023-05-14T17:52:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05328", "timestamp": "2025-12-11T13:40:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05329", "timestamp": "2024-06-29T12:01:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05330", "timestamp": "2025-04-23T21:46:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05331", "timestamp": "2024-01-06T17:08:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05332", "timestamp": "2024-06-10T00:25:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05333", "timestamp": "2025-01-15T19:54:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05334", "timestamp": "2025-12-17T07:47:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05335", "timestamp": "2024-03-27T22:23:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05336", "timestamp": "2023-06-26T16:18:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05337", "timestamp": "2023-06-10T07:13:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05338", "timestamp": "2023-03-05T01:14:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05339", "timestamp": "2024-11-04T13:05:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05340", "timestamp": "2023-02-02T09:39:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05341", "timestamp": "2025-01-29T02:51:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05342", "timestamp": "2023-07-28T06:48:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05343", "timestamp": "2022-01-01T03:41:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05344", "timestamp": "2025-09-07T15:22:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05345", "timestamp": "2024-07-23T03:46:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05346", "timestamp": "2022-12-03T11:54:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05347", "timestamp": "2025-10-15T03:29:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05348", "timestamp": "2024-10-16T03:54:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05349", "timestamp": "2022-06-04T02:33:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05350", "timestamp": "2025-07-28T14:20:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05351", "timestamp": "2025-05-07T08:13:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05352", "timestamp": "2023-03-09T20:37:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05353", "timestamp": "2023-01-28T13:37:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05354", "timestamp": "2025-06-17T03:33:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05355", "timestamp": "2022-08-23T05:27:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05356", "timestamp": "2024-08-07T05:34:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05357", "timestamp": "2025-12-17T09:42:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05358", "timestamp": "2024-02-20T21:52:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05359", "timestamp": "2022-04-05T12:34:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05360", "timestamp": "2023-04-09T14:29:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05361", "timestamp": "2025-01-18T16:31:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05362", "timestamp": "2024-02-17T16:33:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05363", "timestamp": "2023-08-04T06:11:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05364", "timestamp": "2023-10-07T07:10:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4462439926) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05365", "timestamp": "2024-10-02T06:54:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05366", "timestamp": "2025-10-03T23:03:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05367", "timestamp": "2025-07-13T20:39:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05368", "timestamp": "2023-07-14T07:27:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05369", "timestamp": "2022-04-01T11:24:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05370", "timestamp": "2025-10-24T22:54:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05371", "timestamp": "2022-02-25T14:52:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05372", "timestamp": "2024-05-14T20:20:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05373", "timestamp": "2023-10-03T07:25:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05374", "timestamp": "2024-10-03T17:30:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05375", "timestamp": "2024-09-12T17:31:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05376", "timestamp": "2023-11-26T21:35:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05377", "timestamp": "2022-02-24T12:39:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05378", "timestamp": "2022-08-23T19:23:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05379", "timestamp": "2024-01-10T13:16:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2325272063). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05380", "timestamp": "2023-06-01T13:48:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05381", "timestamp": "2024-12-29T18:47:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05382", "timestamp": "2023-03-20T22:39:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05383", "timestamp": "2022-01-06T15:38:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05384", "timestamp": "2025-04-14T16:50:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05385", "timestamp": "2025-07-29T10:11:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05386", "timestamp": "2024-09-28T07:24:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05387", "timestamp": "2025-04-17T16:28:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05388", "timestamp": "2023-08-26T06:04:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6443956825) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05389", "timestamp": "2023-05-18T09:26:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05390", "timestamp": "2025-12-07T03:04:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05391", "timestamp": "2022-01-24T19:51:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1171300404", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1171300404) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05392", "timestamp": "2025-05-28T01:44:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05393", "timestamp": "2023-10-02T17:49:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05394", "timestamp": "2025-11-11T07:24:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05395", "timestamp": "2023-02-24T12:05:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05396", "timestamp": "2023-11-26T21:11:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05397", "timestamp": "2022-06-29T18:55:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05398", "timestamp": "2025-11-13T14:47:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8638028066", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8638028066) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05399", "timestamp": "2023-11-13T02:52:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05400", "timestamp": "2022-08-13T12:15:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05401", "timestamp": "2022-11-23T03:49:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05402", "timestamp": "2024-12-24T14:37:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05403", "timestamp": "2023-01-31T02:19:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05404", "timestamp": "2024-01-07T19:46:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05405", "timestamp": "2024-05-23T15:40:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7422472598) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05406", "timestamp": "2024-06-03T04:58:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05407", "timestamp": "2024-06-26T00:11:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05408", "timestamp": "2022-05-23T10:50:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05409", "timestamp": "2025-09-13T05:33:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05410", "timestamp": "2024-09-11T18:07:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05411", "timestamp": "2023-09-16T10:48:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05412", "timestamp": "2023-07-30T08:26:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05413", "timestamp": "2022-10-07T16:08:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05414", "timestamp": "2025-12-08T12:30:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05415", "timestamp": "2022-05-21T18:57:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05416", "timestamp": "2025-03-06T21:58:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05417", "timestamp": "2023-10-02T00:49:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05418", "timestamp": "2025-06-06T14:53:00", "year": 2025, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX5653939292", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05419", "timestamp": "2025-07-06T23:47:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05420", "timestamp": "2024-02-09T11:33:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05421", "timestamp": "2025-04-26T23:45:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05422", "timestamp": "2025-10-28T23:05:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05423", "timestamp": "2025-04-14T21:38:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05424", "timestamp": "2024-12-03T23:57:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05425", "timestamp": "2025-10-01T20:32:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05426", "timestamp": "2023-11-16T05:57:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05427", "timestamp": "2024-01-17T18:27:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05428", "timestamp": "2025-02-01T14:12:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05429", "timestamp": "2024-12-25T01:56:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05430", "timestamp": "2024-05-02T09:18:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05431", "timestamp": "2024-02-12T08:16:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05432", "timestamp": "2022-02-02T21:40:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05433", "timestamp": "2022-11-18T17:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05434", "timestamp": "2025-03-09T14:47:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05435", "timestamp": "2023-08-24T18:51:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX3768136559", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3768136559). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05436", "timestamp": "2023-11-08T23:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05437", "timestamp": "2024-08-03T04:51:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05438", "timestamp": "2025-01-16T12:25:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05439", "timestamp": "2024-09-13T20:20:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05440", "timestamp": "2024-10-29T06:24:00", "year": 2024, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4562465151) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05441", "timestamp": "2023-03-04T20:58:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05442", "timestamp": "2024-06-03T02:52:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05443", "timestamp": "2025-03-01T02:37:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05444", "timestamp": "2024-01-07T03:41:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05445", "timestamp": "2025-10-14T12:02:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05446", "timestamp": "2025-12-17T12:39:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05447", "timestamp": "2024-02-18T23:36:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05448", "timestamp": "2024-07-11T23:44:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6999597119", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6999597119) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05449", "timestamp": "2025-03-02T06:58:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05450", "timestamp": "2023-09-23T02:29:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_05451", "timestamp": "2022-11-30T08:18:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05452", "timestamp": "2023-05-20T21:58:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05453", "timestamp": "2025-05-23T21:46:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05454", "timestamp": "2023-06-17T05:16:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05455", "timestamp": "2025-09-16T16:20:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05456", "timestamp": "2025-12-05T02:36:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05457", "timestamp": "2024-03-21T05:46:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05458", "timestamp": "2025-06-24T23:45:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05459", "timestamp": "2023-11-12T22:10:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05460", "timestamp": "2023-02-07T10:31:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05461", "timestamp": "2024-11-07T15:14:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05462", "timestamp": "2023-02-20T11:53:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2731530155) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05463", "timestamp": "2024-10-16T07:50:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05464", "timestamp": "2025-09-26T07:22:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05465", "timestamp": "2022-03-05T01:45:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05466", "timestamp": "2023-06-08T10:43:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05467", "timestamp": "2023-07-01T09:09:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05468", "timestamp": "2023-01-28T00:49:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05469", "timestamp": "2023-12-20T05:36:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05470", "timestamp": "2025-08-30T15:27:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05471", "timestamp": "2023-12-22T13:40:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05472", "timestamp": "2022-08-12T10:21:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05473", "timestamp": "2024-03-31T13:35:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05474", "timestamp": "2024-11-22T05:41:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05475", "timestamp": "2023-10-20T22:31:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05476", "timestamp": "2025-02-27T21:39:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05477", "timestamp": "2022-06-26T04:09:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05478", "timestamp": "2024-10-24T17:13:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05479", "timestamp": "2024-11-04T10:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05480", "timestamp": "2025-12-21T16:25:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05481", "timestamp": "2025-12-26T15:48:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05482", "timestamp": "2024-04-18T11:29:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05483", "timestamp": "2022-10-05T04:47:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05484", "timestamp": "2022-04-23T08:01:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05485", "timestamp": "2022-10-12T04:48:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05486", "timestamp": "2024-10-25T13:54:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05487", "timestamp": "2024-03-31T13:10:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05488", "timestamp": "2024-01-24T03:08:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05489", "timestamp": "2023-05-15T07:52:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05490", "timestamp": "2025-05-16T15:02:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05491", "timestamp": "2024-07-11T19:04:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05492", "timestamp": "2025-08-07T06:16:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05493", "timestamp": "2025-03-08T23:00:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3425809839). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05494", "timestamp": "2022-04-03T18:48:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05495", "timestamp": "2022-08-14T05:58:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05496", "timestamp": "2022-09-05T10:16:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8432202965). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05497", "timestamp": "2024-08-27T13:33:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05498", "timestamp": "2023-06-27T01:43:00", "year": 2023, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7713154114) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05499", "timestamp": "2024-05-15T16:46:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05500", "timestamp": "2024-09-15T12:21:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05501", "timestamp": "2024-06-28T01:33:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX0040005313) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05502", "timestamp": "2024-05-30T14:32:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05503", "timestamp": "2023-01-29T01:07:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05504", "timestamp": "2022-07-20T12:12:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05505", "timestamp": "2024-05-29T18:56:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05506", "timestamp": "2024-01-18T10:09:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05507", "timestamp": "2025-01-13T08:40:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05508", "timestamp": "2023-04-27T01:49:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05509", "timestamp": "2025-06-05T05:12:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05510", "timestamp": "2022-03-09T14:00:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05511", "timestamp": "2025-02-05T00:59:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05512", "timestamp": "2022-04-10T06:16:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05513", "timestamp": "2024-09-20T16:35:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05514", "timestamp": "2024-02-06T01:23:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05515", "timestamp": "2023-12-13T15:49:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05516", "timestamp": "2022-08-04T18:33:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05517", "timestamp": "2025-03-13T08:04:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05518", "timestamp": "2025-09-08T04:17:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05519", "timestamp": "2022-06-19T13:01:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05520", "timestamp": "2025-07-21T15:32:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05521", "timestamp": "2024-10-10T11:40:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05522", "timestamp": "2022-12-20T08:00:00", "year": 2022, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4533977277) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05523", "timestamp": "2022-09-16T01:29:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05524", "timestamp": "2022-02-13T10:12:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05525", "timestamp": "2024-01-08T11:24:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05526", "timestamp": "2023-11-22T18:01:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05527", "timestamp": "2025-07-13T03:30:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05528", "timestamp": "2022-12-19T23:16:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05529", "timestamp": "2024-03-29T03:30:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05530", "timestamp": "2025-08-05T02:24:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05531", "timestamp": "2024-05-02T13:15:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05532", "timestamp": "2025-08-14T21:57:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05533", "timestamp": "2025-05-12T22:50:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05534", "timestamp": "2022-12-29T19:37:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05535", "timestamp": "2022-06-12T02:48:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05536", "timestamp": "2025-02-10T05:22:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05537", "timestamp": "2025-03-26T04:13:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05538", "timestamp": "2025-03-01T23:35:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05539", "timestamp": "2025-06-28T08:51:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05540", "timestamp": "2024-08-24T23:27:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05541", "timestamp": "2023-11-18T01:41:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05542", "timestamp": "2025-06-30T21:02:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05543", "timestamp": "2025-06-24T07:04:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05544", "timestamp": "2025-02-05T11:21:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05545", "timestamp": "2022-06-04T11:02:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05546", "timestamp": "2024-06-11T01:54:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05547", "timestamp": "2022-12-04T16:49:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05548", "timestamp": "2024-12-26T12:46:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05549", "timestamp": "2025-07-30T18:55:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05550", "timestamp": "2025-07-12T11:45:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05551", "timestamp": "2022-10-29T11:24:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05552", "timestamp": "2024-02-17T13:17:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05553", "timestamp": "2025-06-22T16:36:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05554", "timestamp": "2023-08-20T21:56:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05555", "timestamp": "2023-08-13T06:45:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05556", "timestamp": "2022-10-15T09:41:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05557", "timestamp": "2025-03-05T14:16:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05558", "timestamp": "2023-09-16T12:01:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05559", "timestamp": "2024-05-15T13:29:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05560", "timestamp": "2024-01-11T13:56:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05561", "timestamp": "2022-09-04T00:04:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05562", "timestamp": "2023-11-08T20:25:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05563", "timestamp": "2023-09-01T22:52:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05564", "timestamp": "2022-01-21T02:32:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05565", "timestamp": "2024-02-08T23:12:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05566", "timestamp": "2023-08-12T02:45:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05567", "timestamp": "2024-08-04T00:29:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05568", "timestamp": "2022-01-25T02:37:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05569", "timestamp": "2025-03-05T04:02:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05570", "timestamp": "2023-09-12T21:12:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05571", "timestamp": "2024-05-05T20:35:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5811534346) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05572", "timestamp": "2022-09-23T21:13:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05573", "timestamp": "2023-01-22T16:50:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05574", "timestamp": "2024-11-14T19:50:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05575", "timestamp": "2024-11-27T09:40:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05576", "timestamp": "2025-05-15T09:40:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05577", "timestamp": "2023-08-10T04:24:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX8711768750", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05578", "timestamp": "2025-07-24T10:16:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05579", "timestamp": "2024-02-25T21:19:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05580", "timestamp": "2025-06-29T07:29:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05581", "timestamp": "2024-12-06T11:25:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05582", "timestamp": "2022-03-22T22:27:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05583", "timestamp": "2024-07-02T13:43:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05584", "timestamp": "2025-02-12T13:38:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05585", "timestamp": "2025-12-21T23:20:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05586", "timestamp": "2025-01-17T15:54:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05587", "timestamp": "2025-12-05T07:52:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05588", "timestamp": "2023-10-21T18:42:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05589", "timestamp": "2025-11-20T07:11:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2176619068", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2176619068) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05590", "timestamp": "2023-06-18T20:51:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05591", "timestamp": "2025-09-05T12:54:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05592", "timestamp": "2024-09-08T22:12:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05593", "timestamp": "2025-12-23T10:10:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05594", "timestamp": "2022-10-23T20:14:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05595", "timestamp": "2024-09-23T22:14:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05596", "timestamp": "2025-07-28T17:27:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_05597", "timestamp": "2022-12-26T18:21:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05598", "timestamp": "2024-03-10T20:26:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05599", "timestamp": "2024-06-17T19:38:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05600", "timestamp": "2024-09-27T22:01:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05601", "timestamp": "2023-12-09T11:01:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05602", "timestamp": "2024-10-29T19:41:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6658251547) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05603", "timestamp": "2023-03-24T07:01:00", "year": 2023, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX3126114744", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05604", "timestamp": "2022-10-26T21:10:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05605", "timestamp": "2023-06-14T02:44:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05606", "timestamp": "2025-11-29T04:10:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05607", "timestamp": "2022-12-07T10:09:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_05608", "timestamp": "2024-07-10T05:23:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05609", "timestamp": "2023-09-02T07:37:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1605532686). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05610", "timestamp": "2023-02-19T02:26:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05611", "timestamp": "2024-09-28T19:43:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05612", "timestamp": "2022-10-31T21:35:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05613", "timestamp": "2025-12-10T23:14:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9818384417) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05614", "timestamp": "2022-12-09T19:47:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05615", "timestamp": "2024-12-21T15:08:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05616", "timestamp": "2025-09-08T06:06:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05617", "timestamp": "2025-11-19T10:43:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05618", "timestamp": "2025-03-24T13:11:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3788070693) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05619", "timestamp": "2024-02-03T20:49:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05620", "timestamp": "2024-06-22T03:27:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05621", "timestamp": "2023-06-01T04:59:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05622", "timestamp": "2023-02-18T08:04:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05623", "timestamp": "2023-02-21T01:10:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05624", "timestamp": "2024-11-16T16:09:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05625", "timestamp": "2025-12-08T22:05:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05626", "timestamp": "2023-08-27T00:04:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05627", "timestamp": "2024-01-01T17:21:00", "year": 2024, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX1150717707", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05628", "timestamp": "2025-12-05T06:27:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05629", "timestamp": "2025-12-01T17:33:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05630", "timestamp": "2023-11-20T07:40:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05631", "timestamp": "2022-10-25T15:52:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05632", "timestamp": "2023-01-07T02:39:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05633", "timestamp": "2023-01-16T18:53:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05634", "timestamp": "2024-07-21T15:04:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05635", "timestamp": "2023-01-05T16:34:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05636", "timestamp": "2022-04-17T21:35:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05637", "timestamp": "2023-10-22T15:17:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05638", "timestamp": "2022-06-14T10:23:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05639", "timestamp": "2022-12-23T08:51:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05640", "timestamp": "2025-01-20T15:47:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05641", "timestamp": "2022-01-02T03:41:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05642", "timestamp": "2024-03-31T21:26:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05643", "timestamp": "2023-02-17T18:35:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX7117393423", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7117393423). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05644", "timestamp": "2023-09-05T20:01:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05645", "timestamp": "2022-08-08T15:58:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05646", "timestamp": "2023-11-15T08:08:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05647", "timestamp": "2023-09-09T23:32:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05648", "timestamp": "2023-06-29T03:15:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05649", "timestamp": "2023-06-22T09:00:00", "year": 2023, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX6218198652", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05650", "timestamp": "2022-03-26T03:58:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05651", "timestamp": "2024-10-21T02:42:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05652", "timestamp": "2025-04-30T04:57:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05653", "timestamp": "2023-05-19T00:00:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05654", "timestamp": "2025-12-07T07:18:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05655", "timestamp": "2025-03-28T06:56:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05656", "timestamp": "2023-02-09T06:54:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05657", "timestamp": "2024-03-26T23:24:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05658", "timestamp": "2024-05-13T14:22:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05659", "timestamp": "2022-03-14T07:38:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05660", "timestamp": "2022-08-19T11:10:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05661", "timestamp": "2022-09-24T00:03:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05662", "timestamp": "2024-05-13T21:30:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05663", "timestamp": "2022-08-29T15:23:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05664", "timestamp": "2022-09-10T22:10:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05665", "timestamp": "2024-10-03T06:12:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05666", "timestamp": "2022-04-09T11:08:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05667", "timestamp": "2025-01-02T10:12:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05668", "timestamp": "2022-07-23T19:20:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05669", "timestamp": "2024-08-29T18:51:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05670", "timestamp": "2022-11-26T03:53:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05671", "timestamp": "2024-03-14T02:56:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05672", "timestamp": "2023-05-27T00:55:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX6275444413", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6275444413). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05673", "timestamp": "2024-01-02T07:53:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05674", "timestamp": "2024-03-28T00:28:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05675", "timestamp": "2024-02-19T22:03:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8251155405", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8251155405) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05676", "timestamp": "2025-03-11T12:58:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05677", "timestamp": "2024-01-16T00:41:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05678", "timestamp": "2024-01-19T19:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05679", "timestamp": "2023-04-01T03:53:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05680", "timestamp": "2023-01-25T18:25:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05681", "timestamp": "2022-04-19T04:24:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05682", "timestamp": "2023-11-18T13:40:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05683", "timestamp": "2025-12-20T14:58:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05684", "timestamp": "2024-12-07T03:24:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05685", "timestamp": "2024-10-29T10:10:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0224548107", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0224548107) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05686", "timestamp": "2024-03-12T02:45:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9471572367", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9471572367) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05687", "timestamp": "2022-08-26T11:07:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05688", "timestamp": "2024-03-02T03:00:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05689", "timestamp": "2024-05-26T16:33:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05690", "timestamp": "2024-01-10T00:27:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05691", "timestamp": "2024-06-14T12:09:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3575305840) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05692", "timestamp": "2022-12-14T13:17:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05693", "timestamp": "2024-07-27T16:13:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05694", "timestamp": "2022-09-20T17:08:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05695", "timestamp": "2023-07-30T18:27:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2702320371) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05696", "timestamp": "2025-10-13T18:52:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05697", "timestamp": "2022-10-12T09:29:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6947586209) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05698", "timestamp": "2022-11-21T11:36:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05699", "timestamp": "2024-12-27T12:12:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05700", "timestamp": "2022-11-12T18:04:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05701", "timestamp": "2024-02-21T05:52:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05702", "timestamp": "2024-04-08T09:19:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05703", "timestamp": "2024-08-06T16:47:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05704", "timestamp": "2023-10-21T20:43:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05705", "timestamp": "2023-08-14T07:13:00", "year": 2023, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX0767073915", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05706", "timestamp": "2023-07-11T06:17:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05707", "timestamp": "2025-09-14T04:25:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05708", "timestamp": "2024-12-05T01:23:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05709", "timestamp": "2023-10-06T02:30:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05710", "timestamp": "2024-02-13T03:30:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05711", "timestamp": "2022-08-03T04:45:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05712", "timestamp": "2022-03-21T04:12:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05713", "timestamp": "2025-06-22T05:52:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_05714", "timestamp": "2022-07-25T05:32:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05715", "timestamp": "2023-04-19T07:54:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05716", "timestamp": "2025-07-26T13:18:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05717", "timestamp": "2023-11-04T07:48:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05718", "timestamp": "2024-03-04T04:18:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05719", "timestamp": "2022-11-11T06:05:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05720", "timestamp": "2023-11-08T22:20:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05721", "timestamp": "2023-09-30T00:06:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05722", "timestamp": "2022-10-09T23:55:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05723", "timestamp": "2024-07-11T23:26:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05724", "timestamp": "2025-11-05T21:58:00", "year": 2025, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8918252054) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05725", "timestamp": "2023-07-28T15:31:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05726", "timestamp": "2023-11-25T17:45:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05727", "timestamp": "2024-03-02T15:56:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05728", "timestamp": "2025-11-05T06:27:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05729", "timestamp": "2023-12-24T13:28:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05730", "timestamp": "2022-07-07T07:25:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05731", "timestamp": "2024-01-28T13:29:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05732", "timestamp": "2022-11-04T10:02:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05733", "timestamp": "2024-02-09T21:37:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05734", "timestamp": "2024-10-31T19:14:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05735", "timestamp": "2022-01-28T19:16:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05736", "timestamp": "2022-08-16T21:17:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05737", "timestamp": "2024-09-02T03:37:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2549065993) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05738", "timestamp": "2024-02-12T20:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05739", "timestamp": "2023-07-14T01:36:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05740", "timestamp": "2025-02-10T13:46:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05741", "timestamp": "2024-03-26T09:08:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05742", "timestamp": "2025-11-03T08:40:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05743", "timestamp": "2025-01-28T20:44:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05744", "timestamp": "2023-06-18T09:48:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05745", "timestamp": "2025-06-06T20:11:00", "year": 2025, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX3612443361", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05746", "timestamp": "2024-11-30T17:15:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05747", "timestamp": "2024-04-06T02:23:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX0783556297", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0783556297). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05748", "timestamp": "2023-08-25T08:29:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05749", "timestamp": "2024-12-18T04:34:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05750", "timestamp": "2022-05-01T17:20:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05751", "timestamp": "2025-12-08T22:42:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05752", "timestamp": "2023-07-29T22:42:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0574524788", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0574524788) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05753", "timestamp": "2022-12-07T10:01:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05754", "timestamp": "2025-07-02T00:22:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4319576868", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4319576868) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05755", "timestamp": "2025-04-28T17:37:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05756", "timestamp": "2022-10-22T13:34:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3107516004). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05757", "timestamp": "2023-12-30T21:54:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05758", "timestamp": "2022-02-13T16:29:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05759", "timestamp": "2024-03-29T07:24:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05760", "timestamp": "2024-09-09T04:20:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05761", "timestamp": "2022-10-06T07:59:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05762", "timestamp": "2022-01-13T09:01:00", "year": 2022, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX6100892781", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05763", "timestamp": "2023-11-20T01:21:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4635015008", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4635015008) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05764", "timestamp": "2025-06-29T07:21:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05765", "timestamp": "2022-04-27T11:46:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05766", "timestamp": "2025-05-31T15:34:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05767", "timestamp": "2024-10-04T13:21:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05768", "timestamp": "2024-11-03T19:58:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05769", "timestamp": "2023-07-28T14:00:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_05770", "timestamp": "2024-04-23T10:38:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05771", "timestamp": "2024-01-28T02:05:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05772", "timestamp": "2025-04-09T00:22:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05773", "timestamp": "2023-08-17T07:08:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05774", "timestamp": "2024-05-08T05:36:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05775", "timestamp": "2025-03-20T21:52:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05776", "timestamp": "2025-03-13T11:09:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05777", "timestamp": "2024-09-27T15:29:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05778", "timestamp": "2024-12-16T17:23:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05779", "timestamp": "2022-09-15T01:50:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05780", "timestamp": "2022-05-18T15:58:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05781", "timestamp": "2023-09-09T23:03:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05782", "timestamp": "2023-08-13T14:15:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05783", "timestamp": "2023-12-11T13:15:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05784", "timestamp": "2023-09-27T15:11:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05785", "timestamp": "2025-11-27T11:06:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05786", "timestamp": "2025-02-07T01:56:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05787", "timestamp": "2022-01-01T18:18:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05788", "timestamp": "2025-02-19T05:49:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05789", "timestamp": "2025-09-21T21:25:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7817218774) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05790", "timestamp": "2022-03-30T15:35:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05791", "timestamp": "2023-06-01T10:38:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05792", "timestamp": "2023-11-02T07:49:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05793", "timestamp": "2025-07-28T05:06:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05794", "timestamp": "2024-11-07T13:16:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05795", "timestamp": "2023-02-06T08:06:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05796", "timestamp": "2023-12-16T06:27:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05797", "timestamp": "2022-04-18T02:51:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05798", "timestamp": "2025-05-24T18:07:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05799", "timestamp": "2024-10-17T06:29:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX2920636521", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05800", "timestamp": "2025-04-20T01:29:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05801", "timestamp": "2025-05-20T03:07:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05802", "timestamp": "2025-01-10T08:45:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05803", "timestamp": "2024-01-14T05:53:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05804", "timestamp": "2022-12-25T18:50:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05805", "timestamp": "2022-12-17T11:11:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05806", "timestamp": "2025-09-20T18:16:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05807", "timestamp": "2023-03-23T11:54:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05808", "timestamp": "2024-10-15T08:22:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX3790851455", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3790851455). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05809", "timestamp": "2023-06-12T13:28:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0106549640) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05810", "timestamp": "2022-02-27T18:18:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05811", "timestamp": "2022-03-26T21:17:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_05812", "timestamp": "2022-06-12T21:08:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05813", "timestamp": "2025-01-14T17:16:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05814", "timestamp": "2022-11-14T09:16:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05815", "timestamp": "2024-09-12T18:19:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05816", "timestamp": "2025-03-11T19:09:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05817", "timestamp": "2025-05-02T04:14:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6996215596", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6996215596) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05818", "timestamp": "2024-07-19T05:22:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05819", "timestamp": "2024-08-09T17:35:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05820", "timestamp": "2022-03-22T12:08:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05821", "timestamp": "2024-09-23T15:29:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05822", "timestamp": "2022-12-21T01:38:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05823", "timestamp": "2023-03-01T00:24:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05824", "timestamp": "2022-04-19T12:07:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05825", "timestamp": "2025-08-01T08:21:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05826", "timestamp": "2023-01-04T10:24:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4775606574", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4775606574) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05827", "timestamp": "2024-01-13T05:39:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05828", "timestamp": "2025-05-27T01:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05829", "timestamp": "2023-10-24T09:47:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_05830", "timestamp": "2024-07-13T22:54:00", "year": 2024, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX5531711322", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05831", "timestamp": "2023-07-16T20:37:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05832", "timestamp": "2025-05-04T12:21:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6170261961) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05833", "timestamp": "2023-11-22T23:58:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6254317763) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05834", "timestamp": "2024-07-10T08:00:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05835", "timestamp": "2023-01-26T20:51:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05836", "timestamp": "2025-02-21T19:52:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05837", "timestamp": "2025-08-29T22:39:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05838", "timestamp": "2023-08-06T11:57:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05839", "timestamp": "2022-07-30T15:42:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05840", "timestamp": "2023-03-24T20:46:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05841", "timestamp": "2022-06-24T21:52:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_05842", "timestamp": "2025-10-24T08:35:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05843", "timestamp": "2022-01-18T17:28:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05844", "timestamp": "2024-03-07T13:56:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05845", "timestamp": "2025-08-01T11:11:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05846", "timestamp": "2022-07-16T16:20:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6147532046) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05847", "timestamp": "2024-03-29T20:39:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05848", "timestamp": "2024-09-16T19:51:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05849", "timestamp": "2023-11-19T08:50:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05850", "timestamp": "2022-07-12T00:35:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05851", "timestamp": "2023-04-16T21:28:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05852", "timestamp": "2022-02-03T21:35:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05853", "timestamp": "2025-03-06T13:06:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05854", "timestamp": "2022-05-06T04:07:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05855", "timestamp": "2023-01-19T15:21:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0555943133). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05856", "timestamp": "2023-01-25T03:35:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05857", "timestamp": "2024-10-06T02:20:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05858", "timestamp": "2022-12-12T03:04:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05859", "timestamp": "2024-03-27T15:07:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05860", "timestamp": "2024-11-10T08:16:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05861", "timestamp": "2022-03-02T18:55:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05862", "timestamp": "2023-01-05T21:24:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05863", "timestamp": "2022-03-30T13:05:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05864", "timestamp": "2025-10-04T05:35:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05865", "timestamp": "2023-03-18T01:14:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05866", "timestamp": "2022-12-28T16:51:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05867", "timestamp": "2023-10-18T05:40:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05868", "timestamp": "2024-06-08T03:28:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05869", "timestamp": "2023-03-14T18:18:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05870", "timestamp": "2023-12-22T04:34:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05871", "timestamp": "2024-01-04T08:30:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05872", "timestamp": "2025-11-15T15:22:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05873", "timestamp": "2022-02-17T02:39:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05874", "timestamp": "2022-07-04T07:53:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05875", "timestamp": "2023-12-17T05:46:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05876", "timestamp": "2022-04-13T17:49:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05877", "timestamp": "2023-12-20T02:43:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05878", "timestamp": "2025-05-10T15:56:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8586466350", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8586466350) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05879", "timestamp": "2022-07-29T14:21:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05880", "timestamp": "2024-08-21T11:01:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_05881", "timestamp": "2024-09-04T18:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05882", "timestamp": "2022-12-26T17:13:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05883", "timestamp": "2025-04-26T18:46:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05884", "timestamp": "2024-10-29T10:02:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05885", "timestamp": "2025-08-21T18:22:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05886", "timestamp": "2025-03-23T11:52:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6797722334", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6797722334) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05887", "timestamp": "2025-06-26T19:44:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05888", "timestamp": "2022-08-19T10:00:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05889", "timestamp": "2022-12-16T01:45:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05890", "timestamp": "2024-10-09T01:48:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7004419616", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7004419616) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05891", "timestamp": "2023-08-23T19:31:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05892", "timestamp": "2023-04-18T11:04:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05893", "timestamp": "2023-06-09T03:52:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05894", "timestamp": "2023-06-26T19:57:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05895", "timestamp": "2024-06-30T16:06:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05896", "timestamp": "2023-04-02T22:31:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05897", "timestamp": "2024-07-15T14:07:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05898", "timestamp": "2024-05-17T03:56:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05899", "timestamp": "2023-10-30T08:49:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05900", "timestamp": "2023-05-22T23:53:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05901", "timestamp": "2025-03-03T21:47:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05902", "timestamp": "2025-11-18T10:58:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05903", "timestamp": "2022-11-09T19:51:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_05904", "timestamp": "2025-01-26T05:52:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2416850972). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05905", "timestamp": "2022-06-15T08:41:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05906", "timestamp": "2023-11-07T05:45:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05907", "timestamp": "2022-07-04T04:09:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05908", "timestamp": "2022-06-02T09:19:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05909", "timestamp": "2023-09-28T11:52:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05910", "timestamp": "2025-11-08T21:57:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05911", "timestamp": "2024-09-09T17:01:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05912", "timestamp": "2024-12-23T01:56:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05913", "timestamp": "2025-11-04T09:07:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05914", "timestamp": "2024-05-10T23:33:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05915", "timestamp": "2023-02-12T10:16:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05916", "timestamp": "2023-09-23T13:53:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05917", "timestamp": "2022-05-24T18:20:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05918", "timestamp": "2024-11-22T13:42:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05919", "timestamp": "2023-08-19T22:03:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0208482551) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05920", "timestamp": "2023-08-09T22:14:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05921", "timestamp": "2025-05-07T02:12:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05922", "timestamp": "2025-10-13T23:32:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05923", "timestamp": "2022-10-22T00:50:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05924", "timestamp": "2025-10-28T20:00:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05925", "timestamp": "2023-07-18T22:58:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05926", "timestamp": "2023-05-22T01:05:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05927", "timestamp": "2023-03-31T04:02:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05928", "timestamp": "2022-02-18T12:25:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05929", "timestamp": "2023-07-15T14:24:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05930", "timestamp": "2022-09-09T06:54:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_05931", "timestamp": "2024-07-28T02:32:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05932", "timestamp": "2023-10-11T04:12:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_05933", "timestamp": "2024-08-25T19:54:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05934", "timestamp": "2024-06-07T09:27:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4028243377) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05935", "timestamp": "2023-11-10T05:11:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05936", "timestamp": "2023-03-16T18:24:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05937", "timestamp": "2025-12-24T19:31:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05938", "timestamp": "2023-05-31T16:00:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05939", "timestamp": "2025-05-20T13:32:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05940", "timestamp": "2025-08-15T20:38:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05941", "timestamp": "2024-05-10T21:14:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05942", "timestamp": "2025-10-30T22:44:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_05943", "timestamp": "2025-07-30T10:46:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05944", "timestamp": "2022-05-10T01:52:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05945", "timestamp": "2023-06-25T13:34:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05946", "timestamp": "2022-03-31T23:33:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05947", "timestamp": "2025-07-06T12:14:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05948", "timestamp": "2024-01-19T09:41:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05949", "timestamp": "2022-08-01T12:35:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05950", "timestamp": "2025-05-03T04:02:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05951", "timestamp": "2024-04-17T20:41:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05952", "timestamp": "2025-08-05T10:11:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05953", "timestamp": "2025-11-28T10:23:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05954", "timestamp": "2024-09-16T23:54:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_05955", "timestamp": "2025-05-17T12:36:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05956", "timestamp": "2022-05-06T01:50:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_05957", "timestamp": "2023-04-03T23:22:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05958", "timestamp": "2025-11-16T03:27:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05959", "timestamp": "2023-03-08T21:43:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_05960", "timestamp": "2024-01-08T09:18:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_05961", "timestamp": "2023-08-02T21:06:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05962", "timestamp": "2022-04-23T08:50:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX5612044868", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5612044868). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05963", "timestamp": "2022-06-10T20:50:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_05964", "timestamp": "2022-03-09T19:23:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05965", "timestamp": "2025-10-23T17:07:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4290357876). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05966", "timestamp": "2023-12-31T04:14:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05967", "timestamp": "2024-07-19T00:25:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05968", "timestamp": "2025-09-27T19:00:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05969", "timestamp": "2025-02-28T04:33:00", "year": 2025, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7993534723", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7993534723). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05970", "timestamp": "2024-06-18T20:11:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_05971", "timestamp": "2025-01-27T13:51:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_05972", "timestamp": "2025-12-05T12:00:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05973", "timestamp": "2023-04-05T09:24:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05974", "timestamp": "2025-06-24T23:34:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_05975", "timestamp": "2023-04-03T18:44:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05976", "timestamp": "2023-11-27T08:39:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05977", "timestamp": "2025-03-13T15:08:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_05978", "timestamp": "2025-10-25T06:57:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05979", "timestamp": "2024-05-26T01:42:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_05980", "timestamp": "2024-02-03T12:19:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_05981", "timestamp": "2022-10-03T21:37:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05982", "timestamp": "2023-12-21T11:06:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05983", "timestamp": "2024-03-05T00:00:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05984", "timestamp": "2022-11-10T03:32:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05985", "timestamp": "2023-06-27T18:46:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05986", "timestamp": "2023-10-09T15:56:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_05987", "timestamp": "2025-11-06T05:21:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05988", "timestamp": "2024-06-27T15:46:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_05989", "timestamp": "2024-02-29T02:45:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_05990", "timestamp": "2023-02-08T02:40:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_05991", "timestamp": "2024-02-05T14:08:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05992", "timestamp": "2023-06-24T18:49:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_05993", "timestamp": "2022-12-14T13:50:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1485352977) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05994", "timestamp": "2022-08-20T10:25:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_05995", "timestamp": "2022-12-25T03:57:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7857774501) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_05996", "timestamp": "2024-08-12T10:08:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_05997", "timestamp": "2024-08-14T08:45:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_05998", "timestamp": "2024-08-31T02:24:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_05999", "timestamp": "2025-08-15T01:34:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_06000", "timestamp": "2025-03-28T22:44:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06001", "timestamp": "2023-07-03T12:07:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06002", "timestamp": "2025-02-26T22:02:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06003", "timestamp": "2023-04-16T20:35:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06004", "timestamp": "2025-05-22T22:17:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06005", "timestamp": "2025-10-02T09:20:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06006", "timestamp": "2025-04-27T00:13:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06007", "timestamp": "2023-06-22T10:13:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1002894732) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06008", "timestamp": "2024-07-06T04:59:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06009", "timestamp": "2023-04-06T05:37:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06010", "timestamp": "2024-01-28T15:11:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06011", "timestamp": "2022-10-26T02:45:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06012", "timestamp": "2024-12-19T16:35:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06013", "timestamp": "2023-06-05T04:04:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5538589390). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06014", "timestamp": "2023-01-23T22:17:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5209986531", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5209986531) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06015", "timestamp": "2024-09-07T06:13:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06016", "timestamp": "2024-02-17T04:46:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06017", "timestamp": "2022-07-14T12:08:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06018", "timestamp": "2025-12-18T04:21:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06019", "timestamp": "2023-10-08T07:23:00", "year": 2023, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX7358090380", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7358090380). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06020", "timestamp": "2025-03-01T09:05:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06021", "timestamp": "2024-09-26T05:41:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06022", "timestamp": "2022-02-11T19:49:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06023", "timestamp": "2024-03-02T13:09:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06024", "timestamp": "2025-03-20T11:52:00", "year": 2025, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX6400645234", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6400645234). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06025", "timestamp": "2025-09-22T03:26:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06026", "timestamp": "2025-09-14T15:36:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06027", "timestamp": "2024-09-08T15:32:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06028", "timestamp": "2025-04-23T02:41:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06029", "timestamp": "2025-01-18T16:36:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06030", "timestamp": "2022-03-23T22:19:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06031", "timestamp": "2022-02-04T09:24:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06032", "timestamp": "2023-12-01T14:10:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06033", "timestamp": "2024-03-28T06:47:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06034", "timestamp": "2024-12-16T20:10:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2731245027", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2731245027) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06035", "timestamp": "2022-06-16T05:25:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06036", "timestamp": "2024-05-31T22:44:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06037", "timestamp": "2025-04-21T16:03:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06038", "timestamp": "2022-06-04T05:22:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06039", "timestamp": "2025-07-08T05:29:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06040", "timestamp": "2023-06-06T21:12:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06041", "timestamp": "2023-05-07T22:57:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06042", "timestamp": "2024-06-18T16:51:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06043", "timestamp": "2023-07-06T09:39:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06044", "timestamp": "2023-09-24T06:10:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0982530614) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06045", "timestamp": "2023-01-04T02:37:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06046", "timestamp": "2022-11-18T06:30:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06047", "timestamp": "2022-11-09T09:10:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06048", "timestamp": "2024-10-03T13:20:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06049", "timestamp": "2023-06-18T08:48:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06050", "timestamp": "2022-07-24T08:57:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06051", "timestamp": "2022-06-26T09:43:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06052", "timestamp": "2024-06-01T19:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06053", "timestamp": "2022-03-16T23:55:00", "year": 2022, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06054", "timestamp": "2023-06-18T07:30:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06055", "timestamp": "2022-09-19T13:02:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06056", "timestamp": "2024-02-11T17:34:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06057", "timestamp": "2024-01-09T01:37:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06058", "timestamp": "2022-06-25T16:51:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06059", "timestamp": "2025-03-02T14:22:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0643379763", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0643379763) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06060", "timestamp": "2023-08-03T15:49:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_06061", "timestamp": "2023-04-21T07:03:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06062", "timestamp": "2024-10-11T22:25:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06063", "timestamp": "2022-12-18T16:00:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06064", "timestamp": "2025-03-31T11:08:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06065", "timestamp": "2022-02-19T06:21:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06066", "timestamp": "2022-08-04T02:05:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06067", "timestamp": "2023-08-25T01:02:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06068", "timestamp": "2025-01-19T22:46:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06069", "timestamp": "2023-05-26T21:14:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06070", "timestamp": "2023-02-23T06:37:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06071", "timestamp": "2022-02-01T12:00:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06072", "timestamp": "2023-08-29T18:47:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06073", "timestamp": "2022-01-26T06:19:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06074", "timestamp": "2025-12-27T18:41:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06075", "timestamp": "2024-11-28T05:24:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06076", "timestamp": "2022-10-25T01:26:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9077143827). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06077", "timestamp": "2025-04-14T13:54:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06078", "timestamp": "2022-12-26T09:52:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06079", "timestamp": "2022-11-27T13:49:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06080", "timestamp": "2025-11-17T07:30:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06081", "timestamp": "2025-05-25T23:37:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06082", "timestamp": "2023-07-22T13:33:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06083", "timestamp": "2023-07-13T03:01:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX0747236305", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06084", "timestamp": "2022-10-21T08:25:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX0090696100", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0090696100). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06085", "timestamp": "2024-10-21T10:25:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06086", "timestamp": "2022-10-08T00:46:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06087", "timestamp": "2023-11-05T14:16:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06088", "timestamp": "2022-11-04T08:14:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2592645895", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2592645895) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06089", "timestamp": "2025-04-20T17:28:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06090", "timestamp": "2023-05-21T17:22:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06091", "timestamp": "2023-12-17T00:43:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06092", "timestamp": "2022-11-28T14:35:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06093", "timestamp": "2025-10-07T19:19:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06094", "timestamp": "2022-10-26T11:36:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06095", "timestamp": "2022-05-29T22:08:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06096", "timestamp": "2024-03-22T19:41:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06097", "timestamp": "2023-02-01T01:40:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06098", "timestamp": "2022-12-30T11:21:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06099", "timestamp": "2023-06-13T16:20:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5281453985). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06100", "timestamp": "2025-08-06T21:56:00", "year": 2025, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX7274883105", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06101", "timestamp": "2023-09-06T03:31:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06102", "timestamp": "2022-03-31T22:22:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06103", "timestamp": "2025-09-12T04:14:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06104", "timestamp": "2023-12-01T11:09:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06105", "timestamp": "2022-06-24T06:54:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06106", "timestamp": "2024-02-08T20:09:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5909467073) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06107", "timestamp": "2022-04-03T20:20:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_06108", "timestamp": "2023-06-30T21:43:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06109", "timestamp": "2025-01-22T09:20:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06110", "timestamp": "2025-10-09T20:23:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06111", "timestamp": "2025-03-02T07:29:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06112", "timestamp": "2022-05-31T02:26:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06113", "timestamp": "2024-06-29T09:26:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06114", "timestamp": "2025-10-16T00:42:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06115", "timestamp": "2025-07-21T05:10:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_06116", "timestamp": "2022-12-28T12:05:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06117", "timestamp": "2022-02-04T09:24:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06118", "timestamp": "2025-06-13T07:37:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06119", "timestamp": "2025-07-08T17:40:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06120", "timestamp": "2022-03-19T15:12:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06121", "timestamp": "2025-07-31T11:34:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06122", "timestamp": "2025-12-04T01:53:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06123", "timestamp": "2022-07-26T05:32:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06124", "timestamp": "2022-09-27T09:55:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06125", "timestamp": "2024-11-19T07:56:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06126", "timestamp": "2025-11-06T21:56:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06127", "timestamp": "2022-09-13T06:54:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06128", "timestamp": "2025-04-12T07:46:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06129", "timestamp": "2022-10-04T01:43:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06130", "timestamp": "2024-03-30T19:55:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4989912963", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4989912963) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06131", "timestamp": "2022-02-19T11:27:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06132", "timestamp": "2023-05-08T18:34:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06133", "timestamp": "2025-12-13T22:03:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06134", "timestamp": "2023-08-15T23:22:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06135", "timestamp": "2025-06-18T12:03:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06136", "timestamp": "2023-07-28T13:25:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06137", "timestamp": "2023-10-16T17:09:00", "year": 2023, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX4040341571", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4040341571). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06138", "timestamp": "2022-09-20T03:45:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06139", "timestamp": "2024-02-03T16:34:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06140", "timestamp": "2023-08-31T22:04:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06141", "timestamp": "2022-10-22T08:53:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06142", "timestamp": "2022-08-17T22:48:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06143", "timestamp": "2025-10-30T08:12:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06144", "timestamp": "2023-12-23T10:48:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06145", "timestamp": "2022-09-03T02:48:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06146", "timestamp": "2023-01-01T12:44:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06147", "timestamp": "2025-03-23T18:06:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06148", "timestamp": "2022-05-19T08:16:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06149", "timestamp": "2023-11-18T06:43:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06150", "timestamp": "2023-11-12T07:06:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06151", "timestamp": "2025-03-16T00:06:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8019614017) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06152", "timestamp": "2024-06-18T13:16:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06153", "timestamp": "2023-01-04T18:31:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6264083124", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6264083124) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06154", "timestamp": "2024-07-20T09:53:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06155", "timestamp": "2025-02-01T22:19:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06156", "timestamp": "2024-07-25T06:20:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06157", "timestamp": "2025-08-27T07:56:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06158", "timestamp": "2023-01-05T02:14:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06159", "timestamp": "2023-06-07T02:24:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06160", "timestamp": "2024-11-18T20:51:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3592975901", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3592975901) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06161", "timestamp": "2022-10-22T20:44:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06162", "timestamp": "2023-09-27T23:38:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06163", "timestamp": "2024-08-29T11:44:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX1627279762", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1627279762). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06164", "timestamp": "2024-01-29T17:51:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7624303712) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06165", "timestamp": "2023-02-16T02:00:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06166", "timestamp": "2025-08-05T10:13:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06167", "timestamp": "2022-05-09T01:49:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06168", "timestamp": "2022-05-30T10:40:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06169", "timestamp": "2024-07-04T08:22:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06170", "timestamp": "2025-04-03T00:04:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06171", "timestamp": "2025-01-12T14:50:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06172", "timestamp": "2024-07-20T16:30:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06173", "timestamp": "2023-05-23T11:58:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06174", "timestamp": "2022-10-03T11:01:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06175", "timestamp": "2023-04-24T00:25:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5832614144) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06176", "timestamp": "2022-03-12T04:57:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06177", "timestamp": "2023-04-17T03:52:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06178", "timestamp": "2022-06-22T05:33:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06179", "timestamp": "2024-04-26T06:13:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06180", "timestamp": "2025-06-16T19:49:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06181", "timestamp": "2024-04-10T10:43:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06182", "timestamp": "2024-03-23T20:43:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06183", "timestamp": "2023-05-02T08:41:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9367479861) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06184", "timestamp": "2022-04-17T10:35:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06185", "timestamp": "2025-09-15T21:02:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06186", "timestamp": "2024-03-04T23:12:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06187", "timestamp": "2024-06-15T06:54:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06188", "timestamp": "2023-04-04T05:56:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06189", "timestamp": "2022-07-16T01:00:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06190", "timestamp": "2024-10-10T20:43:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06191", "timestamp": "2024-09-29T14:57:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06192", "timestamp": "2023-11-14T02:58:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06193", "timestamp": "2022-08-03T19:20:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06194", "timestamp": "2024-09-23T18:20:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06195", "timestamp": "2023-03-14T21:12:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06196", "timestamp": "2025-02-04T23:49:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06197", "timestamp": "2024-06-10T15:04:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06198", "timestamp": "2025-03-30T01:59:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06199", "timestamp": "2025-07-16T04:51:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06200", "timestamp": "2023-08-30T06:38:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06201", "timestamp": "2023-08-14T16:27:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06202", "timestamp": "2025-11-15T06:05:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06203", "timestamp": "2023-01-08T02:09:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06204", "timestamp": "2024-11-17T03:00:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06205", "timestamp": "2023-10-29T15:57:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06206", "timestamp": "2024-04-06T15:34:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06207", "timestamp": "2024-05-18T06:53:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06208", "timestamp": "2024-08-12T22:54:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06209", "timestamp": "2022-06-16T20:45:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06210", "timestamp": "2023-04-21T02:13:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06211", "timestamp": "2025-01-05T22:44:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06212", "timestamp": "2025-08-13T17:36:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06213", "timestamp": "2023-08-03T18:37:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06214", "timestamp": "2024-01-06T04:21:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06215", "timestamp": "2025-01-01T00:52:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6172393116", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6172393116) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06216", "timestamp": "2023-07-09T01:01:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06217", "timestamp": "2025-12-25T21:28:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06218", "timestamp": "2022-08-24T20:07:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06219", "timestamp": "2024-11-27T02:45:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06220", "timestamp": "2022-11-24T17:39:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06221", "timestamp": "2025-04-20T02:06:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06222", "timestamp": "2025-10-16T03:41:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06223", "timestamp": "2023-05-01T15:15:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06224", "timestamp": "2022-12-31T03:40:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06225", "timestamp": "2023-10-03T14:43:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4199021372", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4199021372) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06226", "timestamp": "2025-01-28T10:35:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06227", "timestamp": "2025-02-26T13:43:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06228", "timestamp": "2024-07-30T21:00:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06229", "timestamp": "2025-01-12T15:54:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06230", "timestamp": "2022-04-25T13:59:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06231", "timestamp": "2022-02-26T18:55:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06232", "timestamp": "2023-09-26T16:30:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06233", "timestamp": "2024-10-10T17:22:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06234", "timestamp": "2025-05-19T08:53:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06235", "timestamp": "2022-08-09T15:13:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06236", "timestamp": "2025-08-24T22:54:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06237", "timestamp": "2024-05-12T07:34:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06238", "timestamp": "2023-04-05T03:46:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06239", "timestamp": "2023-12-20T02:21:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06240", "timestamp": "2024-12-02T04:45:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06241", "timestamp": "2023-04-30T07:14:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06242", "timestamp": "2025-05-15T17:51:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06243", "timestamp": "2023-09-29T07:23:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06244", "timestamp": "2024-10-07T13:34:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06245", "timestamp": "2024-09-11T22:14:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06246", "timestamp": "2023-07-24T03:13:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06247", "timestamp": "2024-08-12T10:56:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06248", "timestamp": "2022-06-06T18:41:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06249", "timestamp": "2022-10-17T05:23:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06250", "timestamp": "2025-02-04T16:42:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06251", "timestamp": "2024-09-19T10:43:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06252", "timestamp": "2023-04-23T03:17:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06253", "timestamp": "2022-01-08T08:36:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06254", "timestamp": "2023-11-12T11:31:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06255", "timestamp": "2024-05-20T02:25:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2533209387) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06256", "timestamp": "2022-12-18T01:01:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06257", "timestamp": "2025-02-09T16:47:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06258", "timestamp": "2022-09-15T10:48:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06259", "timestamp": "2025-05-26T00:50:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8867717701). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06260", "timestamp": "2022-05-21T00:45:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06261", "timestamp": "2022-04-29T15:02:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06262", "timestamp": "2024-06-25T07:57:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06263", "timestamp": "2024-11-11T14:53:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06264", "timestamp": "2022-04-11T10:51:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06265", "timestamp": "2025-11-26T00:40:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06266", "timestamp": "2023-02-11T11:15:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06267", "timestamp": "2022-11-20T04:01:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06268", "timestamp": "2022-04-15T16:32:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06269", "timestamp": "2023-03-10T17:34:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06270", "timestamp": "2024-01-28T10:15:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_06271", "timestamp": "2022-05-08T23:14:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06272", "timestamp": "2025-12-08T13:39:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06273", "timestamp": "2022-08-07T15:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06274", "timestamp": "2024-09-02T17:49:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06275", "timestamp": "2023-01-05T23:14:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06276", "timestamp": "2022-08-06T02:04:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06277", "timestamp": "2022-12-19T13:26:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06278", "timestamp": "2023-01-29T02:41:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06279", "timestamp": "2022-09-29T16:39:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06280", "timestamp": "2023-03-14T17:02:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06281", "timestamp": "2024-11-07T16:28:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06282", "timestamp": "2025-06-17T21:55:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06283", "timestamp": "2022-01-24T03:07:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06284", "timestamp": "2023-01-28T10:11:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06285", "timestamp": "2022-01-13T18:43:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06286", "timestamp": "2023-07-06T05:00:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06287", "timestamp": "2024-01-20T02:38:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06288", "timestamp": "2022-05-25T12:44:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06289", "timestamp": "2025-03-06T08:06:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06290", "timestamp": "2022-03-26T14:47:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06291", "timestamp": "2022-02-20T13:36:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06292", "timestamp": "2023-05-13T00:39:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06293", "timestamp": "2024-08-15T18:14:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06294", "timestamp": "2023-10-26T14:53:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06295", "timestamp": "2022-05-21T14:01:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06296", "timestamp": "2023-04-20T02:53:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06297", "timestamp": "2024-03-14T21:37:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX7206451949", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7206451949). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06298", "timestamp": "2025-09-03T13:38:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06299", "timestamp": "2025-01-13T11:56:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06300", "timestamp": "2024-01-27T19:54:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06301", "timestamp": "2024-12-02T06:32:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06302", "timestamp": "2023-01-17T09:04:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06303", "timestamp": "2022-01-31T15:05:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06304", "timestamp": "2025-06-09T05:57:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6211053835", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6211053835) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06305", "timestamp": "2025-11-20T01:35:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06306", "timestamp": "2022-04-23T23:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06307", "timestamp": "2023-07-14T09:42:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06308", "timestamp": "2025-05-22T05:54:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06309", "timestamp": "2022-12-09T12:01:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06310", "timestamp": "2024-09-26T03:36:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06311", "timestamp": "2025-10-01T09:33:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06312", "timestamp": "2022-09-06T13:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06313", "timestamp": "2023-03-30T15:43:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06314", "timestamp": "2025-07-09T10:54:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5373126944) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06315", "timestamp": "2022-02-02T14:18:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06316", "timestamp": "2025-08-11T06:58:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06317", "timestamp": "2024-08-09T05:49:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06318", "timestamp": "2024-11-21T20:11:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06319", "timestamp": "2022-02-28T12:31:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06320", "timestamp": "2023-07-04T18:49:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4209427837) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06321", "timestamp": "2023-09-01T18:06:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06322", "timestamp": "2023-08-19T05:32:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06323", "timestamp": "2024-02-02T12:09:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06324", "timestamp": "2023-11-18T13:07:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8726710779) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06325", "timestamp": "2023-09-09T08:06:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06326", "timestamp": "2024-10-07T12:20:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06327", "timestamp": "2022-04-27T16:20:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06328", "timestamp": "2022-01-17T23:25:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06329", "timestamp": "2023-07-27T02:27:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06330", "timestamp": "2025-04-15T21:35:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06331", "timestamp": "2023-05-05T11:54:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2845035850) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06332", "timestamp": "2022-01-11T06:48:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06333", "timestamp": "2022-12-01T15:22:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06334", "timestamp": "2022-05-10T00:56:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1168062592) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06335", "timestamp": "2023-06-05T17:07:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7576504623", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06336", "timestamp": "2024-10-05T04:01:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06337", "timestamp": "2023-09-01T21:14:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06338", "timestamp": "2025-01-09T11:55:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06339", "timestamp": "2025-01-28T20:15:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06340", "timestamp": "2024-03-09T23:55:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06341", "timestamp": "2022-08-16T01:27:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06342", "timestamp": "2022-07-17T13:59:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06343", "timestamp": "2022-01-25T14:09:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06344", "timestamp": "2023-06-15T07:13:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06345", "timestamp": "2024-10-24T18:57:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06346", "timestamp": "2024-02-12T20:47:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06347", "timestamp": "2024-04-01T19:33:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6853585046) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06348", "timestamp": "2023-10-10T15:26:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06349", "timestamp": "2024-07-13T07:20:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06350", "timestamp": "2023-03-13T08:58:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06351", "timestamp": "2024-10-20T03:48:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06352", "timestamp": "2022-10-15T10:04:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06353", "timestamp": "2022-02-09T02:30:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06354", "timestamp": "2025-05-23T01:55:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06355", "timestamp": "2024-02-24T08:35:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06356", "timestamp": "2025-05-20T06:12:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX1836229118", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06357", "timestamp": "2025-03-19T05:10:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06358", "timestamp": "2025-01-26T14:41:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06359", "timestamp": "2025-03-22T08:26:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06360", "timestamp": "2024-08-19T02:38:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06361", "timestamp": "2023-01-19T00:57:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06362", "timestamp": "2025-12-27T05:10:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06363", "timestamp": "2022-07-29T20:14:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06364", "timestamp": "2024-03-16T18:27:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06365", "timestamp": "2023-07-07T22:35:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06366", "timestamp": "2025-03-31T03:46:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06367", "timestamp": "2023-10-29T19:36:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06368", "timestamp": "2022-08-25T22:46:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06369", "timestamp": "2022-11-22T04:40:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06370", "timestamp": "2023-11-27T02:17:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06371", "timestamp": "2022-06-01T10:05:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06372", "timestamp": "2025-11-18T20:12:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06373", "timestamp": "2025-07-29T09:21:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06374", "timestamp": "2023-07-17T06:10:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06375", "timestamp": "2025-11-21T11:54:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06376", "timestamp": "2023-07-26T15:37:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06377", "timestamp": "2024-07-16T02:49:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06378", "timestamp": "2022-11-25T05:22:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06379", "timestamp": "2025-01-19T00:01:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06380", "timestamp": "2025-05-02T08:14:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06381", "timestamp": "2024-11-20T16:45:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06382", "timestamp": "2024-12-22T04:24:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06383", "timestamp": "2024-08-21T08:56:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0437234965", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0437234965) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06384", "timestamp": "2023-06-10T18:04:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06385", "timestamp": "2025-07-16T14:00:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06386", "timestamp": "2023-11-14T04:14:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06387", "timestamp": "2024-01-08T18:02:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06388", "timestamp": "2022-11-13T22:15:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06389", "timestamp": "2023-11-07T22:10:00", "year": 2023, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX9793939281", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06390", "timestamp": "2024-12-01T23:18:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06391", "timestamp": "2022-02-14T13:09:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06392", "timestamp": "2024-12-10T22:49:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06393", "timestamp": "2022-07-10T06:35:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06394", "timestamp": "2022-01-20T00:12:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06395", "timestamp": "2023-11-29T06:09:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06396", "timestamp": "2022-06-13T11:14:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06397", "timestamp": "2024-02-23T12:19:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06398", "timestamp": "2025-05-11T10:49:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06399", "timestamp": "2023-02-11T03:06:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06400", "timestamp": "2025-07-13T02:49:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06401", "timestamp": "2022-02-09T10:21:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06402", "timestamp": "2024-05-19T01:59:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5578422455) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06403", "timestamp": "2025-04-05T08:11:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06404", "timestamp": "2024-05-05T06:25:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06405", "timestamp": "2025-01-19T07:57:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06406", "timestamp": "2022-08-20T11:33:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06407", "timestamp": "2023-06-19T14:14:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06408", "timestamp": "2022-10-04T17:56:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06409", "timestamp": "2024-04-23T05:59:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06410", "timestamp": "2024-05-01T12:59:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06411", "timestamp": "2025-04-10T16:37:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06412", "timestamp": "2023-02-10T19:11:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06413", "timestamp": "2024-10-20T13:34:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06414", "timestamp": "2023-02-05T04:43:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8547400674) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06415", "timestamp": "2024-01-28T14:40:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0346041247). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06416", "timestamp": "2022-02-22T20:28:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06417", "timestamp": "2025-06-11T00:17:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06418", "timestamp": "2023-10-17T09:19:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06419", "timestamp": "2023-05-28T15:33:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06420", "timestamp": "2022-05-24T02:29:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1579514018", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1579514018) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06421", "timestamp": "2024-12-18T02:32:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06422", "timestamp": "2023-03-17T09:03:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06423", "timestamp": "2023-11-20T14:12:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06424", "timestamp": "2024-11-06T15:45:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06425", "timestamp": "2023-03-26T00:02:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06426", "timestamp": "2025-07-02T04:24:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06427", "timestamp": "2025-01-16T18:30:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06428", "timestamp": "2025-06-01T19:15:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06429", "timestamp": "2025-03-10T02:13:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06430", "timestamp": "2024-04-11T01:10:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06431", "timestamp": "2022-01-13T23:47:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06432", "timestamp": "2025-01-01T13:54:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06433", "timestamp": "2025-12-14T02:08:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06434", "timestamp": "2025-11-03T15:31:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06435", "timestamp": "2024-08-29T05:26:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06436", "timestamp": "2024-05-22T02:32:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06437", "timestamp": "2024-07-23T21:33:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5446329739) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06438", "timestamp": "2025-11-24T03:07:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06439", "timestamp": "2025-12-02T13:53:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06440", "timestamp": "2024-03-06T02:10:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06441", "timestamp": "2024-01-09T15:51:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06442", "timestamp": "2025-11-12T19:26:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06443", "timestamp": "2023-09-30T08:49:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06444", "timestamp": "2023-07-13T20:22:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4962285498", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4962285498) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06445", "timestamp": "2023-12-05T19:36:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06446", "timestamp": "2023-12-17T02:15:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_06447", "timestamp": "2022-12-26T13:32:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06448", "timestamp": "2025-05-23T00:33:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06449", "timestamp": "2022-03-22T12:24:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06450", "timestamp": "2025-10-14T19:46:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06451", "timestamp": "2023-05-14T07:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06452", "timestamp": "2022-07-30T10:10:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06453", "timestamp": "2023-09-20T11:22:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06454", "timestamp": "2022-07-18T01:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06455", "timestamp": "2025-07-09T05:09:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06456", "timestamp": "2023-09-04T18:24:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06457", "timestamp": "2022-12-04T14:07:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06458", "timestamp": "2023-03-25T22:28:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06459", "timestamp": "2024-09-21T06:59:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06460", "timestamp": "2024-06-11T18:25:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06461", "timestamp": "2025-03-17T07:46:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06462", "timestamp": "2023-02-01T16:20:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06463", "timestamp": "2025-03-16T09:15:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06464", "timestamp": "2023-07-29T10:30:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06465", "timestamp": "2022-03-22T23:24:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06466", "timestamp": "2024-03-09T18:16:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06467", "timestamp": "2024-07-29T05:24:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06468", "timestamp": "2025-07-31T02:24:00", "year": 2025, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5219689387) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06469", "timestamp": "2023-02-12T09:34:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06470", "timestamp": "2022-10-10T14:42:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06471", "timestamp": "2024-11-29T10:01:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06472", "timestamp": "2023-02-20T18:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06473", "timestamp": "2024-11-11T17:25:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06474", "timestamp": "2023-11-08T11:01:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06475", "timestamp": "2025-03-24T15:20:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06476", "timestamp": "2022-08-20T03:28:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06477", "timestamp": "2024-04-23T00:11:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06478", "timestamp": "2023-11-13T14:23:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06479", "timestamp": "2023-09-01T09:14:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06480", "timestamp": "2022-10-18T18:00:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06481", "timestamp": "2022-01-16T16:04:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06482", "timestamp": "2024-10-13T22:44:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06483", "timestamp": "2024-08-05T17:54:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06484", "timestamp": "2023-08-18T02:52:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06485", "timestamp": "2022-11-29T02:40:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06486", "timestamp": "2025-06-02T07:34:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06487", "timestamp": "2022-05-21T14:08:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06488", "timestamp": "2025-03-15T10:18:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06489", "timestamp": "2025-09-01T02:00:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9658676569", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9658676569) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06490", "timestamp": "2024-04-30T20:08:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06491", "timestamp": "2025-04-09T09:54:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06492", "timestamp": "2022-01-09T16:46:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06493", "timestamp": "2025-11-15T16:20:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06494", "timestamp": "2025-05-12T09:17:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06495", "timestamp": "2022-07-27T07:40:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06496", "timestamp": "2023-10-14T00:30:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06497", "timestamp": "2024-08-24T19:35:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06498", "timestamp": "2022-03-14T09:37:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06499", "timestamp": "2022-01-01T05:53:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06500", "timestamp": "2024-02-07T03:30:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06501", "timestamp": "2024-01-03T05:41:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06502", "timestamp": "2023-03-01T07:08:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8928898383", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8928898383) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06503", "timestamp": "2024-04-29T11:34:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06504", "timestamp": "2024-02-08T05:51:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06505", "timestamp": "2022-03-05T09:09:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06506", "timestamp": "2025-09-27T14:44:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06507", "timestamp": "2022-09-17T00:13:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06508", "timestamp": "2024-10-28T11:01:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06509", "timestamp": "2025-08-08T23:12:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06510", "timestamp": "2022-04-11T21:47:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06511", "timestamp": "2024-05-14T00:35:00", "year": 2024, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6737755524", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6737755524). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06512", "timestamp": "2025-12-17T13:26:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06513", "timestamp": "2024-02-24T07:48:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06514", "timestamp": "2023-12-16T17:43:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06515", "timestamp": "2025-01-02T10:42:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06516", "timestamp": "2022-11-26T21:50:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06517", "timestamp": "2025-04-16T00:30:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06518", "timestamp": "2024-04-07T03:43:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9121799256", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9121799256) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06519", "timestamp": "2023-04-08T08:53:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06520", "timestamp": "2024-11-22T07:01:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06521", "timestamp": "2025-08-03T15:54:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06522", "timestamp": "2022-03-24T23:53:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06523", "timestamp": "2022-06-23T01:32:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06524", "timestamp": "2022-03-27T16:05:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06525", "timestamp": "2022-03-13T19:49:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06526", "timestamp": "2023-04-25T18:30:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06527", "timestamp": "2024-11-30T02:06:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06528", "timestamp": "2025-02-06T08:46:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06529", "timestamp": "2025-07-11T16:10:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06530", "timestamp": "2025-06-14T12:10:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06531", "timestamp": "2022-05-04T03:00:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06532", "timestamp": "2025-06-02T04:13:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06533", "timestamp": "2023-03-03T13:19:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06534", "timestamp": "2024-04-12T22:56:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06535", "timestamp": "2024-11-22T10:29:00", "year": 2024, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0971089367) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06536", "timestamp": "2025-01-30T08:05:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06537", "timestamp": "2024-01-05T08:25:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06538", "timestamp": "2022-09-08T02:42:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06539", "timestamp": "2024-11-06T02:54:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06540", "timestamp": "2024-07-28T16:14:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06541", "timestamp": "2024-06-29T00:26:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX2193256003", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2193256003). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06542", "timestamp": "2024-02-15T22:22:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06543", "timestamp": "2025-07-26T05:16:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06544", "timestamp": "2023-03-31T03:33:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06545", "timestamp": "2023-07-31T17:39:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06546", "timestamp": "2024-05-29T13:12:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06547", "timestamp": "2022-08-17T13:15:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX7669260818", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06548", "timestamp": "2025-10-26T05:35:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06549", "timestamp": "2025-11-28T09:06:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06550", "timestamp": "2025-07-18T09:57:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06551", "timestamp": "2025-09-09T15:53:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06552", "timestamp": "2025-06-10T10:58:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06553", "timestamp": "2022-02-12T12:29:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8563293095). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06554", "timestamp": "2023-01-15T23:48:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06555", "timestamp": "2022-01-24T15:59:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06556", "timestamp": "2024-08-03T08:04:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06557", "timestamp": "2025-01-08T20:03:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06558", "timestamp": "2023-03-18T07:55:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7461234531", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06559", "timestamp": "2025-05-05T17:37:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06560", "timestamp": "2025-03-19T23:48:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_06561", "timestamp": "2025-02-09T03:10:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06562", "timestamp": "2023-08-15T14:04:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06563", "timestamp": "2024-12-18T18:15:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06564", "timestamp": "2024-09-10T05:21:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06565", "timestamp": "2023-06-23T16:25:00", "year": 2023, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX5003556374", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5003556374). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06566", "timestamp": "2022-05-22T05:10:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06567", "timestamp": "2025-04-18T19:05:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06568", "timestamp": "2023-10-03T19:16:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06569", "timestamp": "2025-08-09T15:06:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06570", "timestamp": "2025-08-02T16:25:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06571", "timestamp": "2022-08-22T09:49:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06572", "timestamp": "2022-01-03T19:32:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06573", "timestamp": "2025-03-13T00:00:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06574", "timestamp": "2022-08-06T22:58:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06575", "timestamp": "2022-06-19T09:14:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06576", "timestamp": "2025-08-11T06:49:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06577", "timestamp": "2025-07-21T13:53:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06578", "timestamp": "2022-01-24T11:09:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06579", "timestamp": "2024-03-23T04:56:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06580", "timestamp": "2025-06-01T14:18:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06581", "timestamp": "2022-05-11T08:32:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06582", "timestamp": "2023-11-18T12:36:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06583", "timestamp": "2024-09-13T22:45:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06584", "timestamp": "2025-12-19T02:21:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_06585", "timestamp": "2025-04-26T21:49:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06586", "timestamp": "2025-04-21T17:48:00", "year": 2025, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8981651435) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06587", "timestamp": "2024-02-21T18:36:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06588", "timestamp": "2023-08-14T05:28:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7749275730", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7749275730). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06589", "timestamp": "2024-12-04T08:52:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06590", "timestamp": "2022-01-25T06:06:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06591", "timestamp": "2022-08-09T07:43:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06592", "timestamp": "2024-06-08T01:23:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06593", "timestamp": "2023-02-27T07:50:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06594", "timestamp": "2023-05-11T15:06:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06595", "timestamp": "2025-08-19T17:09:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06596", "timestamp": "2023-10-01T18:06:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_06597", "timestamp": "2023-11-05T18:48:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06598", "timestamp": "2022-09-10T10:54:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4644394487", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4644394487) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06599", "timestamp": "2022-10-06T22:37:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06600", "timestamp": "2024-02-20T07:42:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06601", "timestamp": "2025-09-26T06:26:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06602", "timestamp": "2023-10-13T09:11:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06603", "timestamp": "2023-07-09T02:38:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06604", "timestamp": "2022-01-22T08:46:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06605", "timestamp": "2025-09-18T07:41:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06606", "timestamp": "2023-05-07T20:07:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06607", "timestamp": "2022-01-03T01:31:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_06608", "timestamp": "2024-12-31T20:31:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06609", "timestamp": "2024-12-16T17:39:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06610", "timestamp": "2024-10-16T17:53:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06611", "timestamp": "2023-03-20T00:13:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06612", "timestamp": "2023-05-24T05:10:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06613", "timestamp": "2024-01-24T06:39:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06614", "timestamp": "2025-07-10T03:24:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4492711735) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06615", "timestamp": "2024-01-28T16:56:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06616", "timestamp": "2024-12-27T04:05:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06617", "timestamp": "2024-09-22T14:39:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7919681606) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06618", "timestamp": "2025-03-20T00:08:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06619", "timestamp": "2022-02-11T04:59:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06620", "timestamp": "2025-08-20T15:34:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06621", "timestamp": "2022-11-02T11:47:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06622", "timestamp": "2024-09-25T21:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06623", "timestamp": "2024-01-23T11:26:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06624", "timestamp": "2025-08-24T04:15:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06625", "timestamp": "2023-12-21T16:06:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06626", "timestamp": "2025-05-15T06:09:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06627", "timestamp": "2022-12-30T01:36:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06628", "timestamp": "2022-06-21T06:00:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06629", "timestamp": "2023-07-02T23:10:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06630", "timestamp": "2022-03-10T19:54:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06631", "timestamp": "2023-12-28T07:41:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06632", "timestamp": "2024-05-04T09:08:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06633", "timestamp": "2025-08-21T07:29:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06634", "timestamp": "2024-06-26T11:48:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06635", "timestamp": "2025-06-30T09:27:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06636", "timestamp": "2024-11-10T07:52:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6704809237) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06637", "timestamp": "2025-08-15T03:35:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06638", "timestamp": "2024-05-07T19:21:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1766064266) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06639", "timestamp": "2024-09-29T06:55:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06640", "timestamp": "2024-04-18T11:34:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06641", "timestamp": "2025-08-24T17:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06642", "timestamp": "2024-07-25T16:38:00", "year": 2024, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9670465169) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06643", "timestamp": "2023-03-30T04:12:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06644", "timestamp": "2024-03-16T01:31:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06645", "timestamp": "2022-03-09T20:23:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06646", "timestamp": "2023-12-19T22:00:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1186639315", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1186639315) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06647", "timestamp": "2023-03-29T20:24:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06648", "timestamp": "2025-10-07T02:58:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06649", "timestamp": "2023-11-25T12:46:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1730778514) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06650", "timestamp": "2025-02-06T17:15:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06651", "timestamp": "2023-04-23T15:04:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_06652", "timestamp": "2025-05-08T02:49:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06653", "timestamp": "2024-06-30T11:59:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06654", "timestamp": "2025-01-10T09:17:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06655", "timestamp": "2022-06-29T16:54:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06656", "timestamp": "2023-12-16T10:17:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06657", "timestamp": "2023-07-09T14:42:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06658", "timestamp": "2023-06-17T13:02:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06659", "timestamp": "2025-09-14T02:39:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06660", "timestamp": "2022-09-11T21:34:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06661", "timestamp": "2025-01-27T17:23:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06662", "timestamp": "2025-06-16T04:25:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06663", "timestamp": "2025-08-24T05:17:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06664", "timestamp": "2024-05-23T04:58:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06665", "timestamp": "2022-11-03T15:49:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06666", "timestamp": "2023-07-01T23:12:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06667", "timestamp": "2025-08-04T07:29:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06668", "timestamp": "2022-06-17T12:51:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06669", "timestamp": "2022-10-28T07:33:00", "year": 2022, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX2324795901", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06670", "timestamp": "2023-11-04T21:20:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06671", "timestamp": "2024-02-07T14:08:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06672", "timestamp": "2025-01-12T22:49:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6546771471", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6546771471) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06673", "timestamp": "2023-04-10T23:25:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06674", "timestamp": "2023-04-03T06:49:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06675", "timestamp": "2022-10-21T18:14:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06676", "timestamp": "2024-07-25T20:56:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06677", "timestamp": "2025-04-14T04:19:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06678", "timestamp": "2025-07-02T18:03:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06679", "timestamp": "2025-09-30T13:42:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06680", "timestamp": "2025-06-12T07:06:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06681", "timestamp": "2022-04-03T23:53:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2983502415) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06682", "timestamp": "2022-05-29T04:08:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06683", "timestamp": "2022-01-24T13:54:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06684", "timestamp": "2023-04-16T05:53:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06685", "timestamp": "2022-12-05T10:01:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06686", "timestamp": "2023-12-07T02:54:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06687", "timestamp": "2024-08-05T00:24:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06688", "timestamp": "2022-12-23T17:00:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3417428851). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06689", "timestamp": "2023-05-24T20:25:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06690", "timestamp": "2024-07-13T00:38:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06691", "timestamp": "2022-12-28T12:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06692", "timestamp": "2025-02-10T20:17:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06693", "timestamp": "2023-05-25T02:12:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06694", "timestamp": "2022-10-09T03:21:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06695", "timestamp": "2024-09-26T16:05:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06696", "timestamp": "2023-07-13T18:03:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06697", "timestamp": "2022-04-01T14:17:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_06698", "timestamp": "2024-10-09T00:21:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06699", "timestamp": "2023-10-02T11:30:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06700", "timestamp": "2022-03-11T01:56:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06701", "timestamp": "2023-05-01T22:13:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06702", "timestamp": "2024-12-05T07:38:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06703", "timestamp": "2025-10-03T13:41:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06704", "timestamp": "2025-11-06T20:32:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7728794653) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06705", "timestamp": "2024-12-01T00:31:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06706", "timestamp": "2025-11-05T00:05:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06707", "timestamp": "2022-08-16T18:32:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06708", "timestamp": "2024-09-26T02:58:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06709", "timestamp": "2022-07-13T14:45:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06710", "timestamp": "2025-03-18T04:20:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06711", "timestamp": "2023-06-28T00:43:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06712", "timestamp": "2025-10-18T03:23:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06713", "timestamp": "2022-06-13T06:07:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06714", "timestamp": "2024-03-27T22:23:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06715", "timestamp": "2023-07-13T00:12:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06716", "timestamp": "2023-06-01T17:26:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06717", "timestamp": "2023-08-23T08:18:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06718", "timestamp": "2024-11-05T05:45:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06719", "timestamp": "2023-09-05T05:54:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06720", "timestamp": "2024-07-28T21:56:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06721", "timestamp": "2022-09-02T13:25:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3862296295", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3862296295) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06722", "timestamp": "2025-03-24T13:54:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06723", "timestamp": "2024-04-27T01:52:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9946985732", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9946985732) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06724", "timestamp": "2024-01-12T04:54:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06725", "timestamp": "2023-06-02T08:49:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06726", "timestamp": "2022-06-02T22:32:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_06727", "timestamp": "2022-05-06T09:55:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06728", "timestamp": "2023-05-22T12:29:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06729", "timestamp": "2024-07-28T08:04:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06730", "timestamp": "2024-11-18T12:13:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06731", "timestamp": "2022-12-25T21:52:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06732", "timestamp": "2023-09-17T09:48:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06733", "timestamp": "2024-09-07T12:24:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06734", "timestamp": "2022-08-20T16:04:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06735", "timestamp": "2024-10-21T10:15:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX4988456820", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06736", "timestamp": "2023-04-01T07:27:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06737", "timestamp": "2024-02-26T11:02:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06738", "timestamp": "2023-09-23T03:07:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06739", "timestamp": "2022-10-25T04:14:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06740", "timestamp": "2022-09-21T06:42:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06741", "timestamp": "2022-03-11T14:29:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06742", "timestamp": "2025-07-27T08:06:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06743", "timestamp": "2022-08-01T15:31:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06744", "timestamp": "2025-07-25T22:53:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06745", "timestamp": "2022-12-18T07:49:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06746", "timestamp": "2022-03-17T09:33:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06747", "timestamp": "2022-05-30T15:52:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06748", "timestamp": "2022-10-15T01:19:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06749", "timestamp": "2025-12-26T00:13:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06750", "timestamp": "2023-09-13T02:13:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06751", "timestamp": "2023-05-02T18:47:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06752", "timestamp": "2022-01-10T02:18:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06753", "timestamp": "2022-10-01T15:28:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06754", "timestamp": "2025-04-16T13:40:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06755", "timestamp": "2024-10-25T13:06:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06756", "timestamp": "2024-08-19T10:32:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06757", "timestamp": "2023-04-17T08:22:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06758", "timestamp": "2025-06-01T23:12:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06759", "timestamp": "2023-06-07T06:32:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06760", "timestamp": "2022-10-19T22:55:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06761", "timestamp": "2022-01-08T07:11:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06762", "timestamp": "2023-04-06T06:43:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06763", "timestamp": "2023-09-08T03:25:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06764", "timestamp": "2023-05-03T05:23:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06765", "timestamp": "2024-11-06T08:40:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06766", "timestamp": "2024-08-29T10:11:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06767", "timestamp": "2024-04-05T12:19:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4546855750", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4546855750) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06768", "timestamp": "2025-10-06T17:45:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06769", "timestamp": "2023-08-01T08:19:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06770", "timestamp": "2022-01-02T02:22:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8290968021). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06771", "timestamp": "2023-07-01T04:37:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06772", "timestamp": "2023-12-17T15:49:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2498662867) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06773", "timestamp": "2025-09-04T22:17:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06774", "timestamp": "2022-01-19T18:37:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06775", "timestamp": "2025-11-06T10:20:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06776", "timestamp": "2024-12-22T14:16:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06777", "timestamp": "2025-03-18T21:34:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06778", "timestamp": "2025-11-01T22:43:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06779", "timestamp": "2023-02-21T22:38:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06780", "timestamp": "2022-10-21T22:08:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX7028515120", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06781", "timestamp": "2023-06-24T00:17:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06782", "timestamp": "2024-12-31T22:07:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6677854409", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6677854409) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06783", "timestamp": "2024-05-01T21:41:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06784", "timestamp": "2022-02-02T19:19:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06785", "timestamp": "2022-08-26T17:49:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06786", "timestamp": "2022-08-20T00:42:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06787", "timestamp": "2025-07-17T12:55:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06788", "timestamp": "2022-03-30T13:31:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06789", "timestamp": "2023-12-26T13:45:00", "year": 2023, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1389895104) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06790", "timestamp": "2024-12-04T00:56:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06791", "timestamp": "2024-07-09T16:09:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06792", "timestamp": "2025-04-10T08:48:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06793", "timestamp": "2025-04-12T10:24:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06794", "timestamp": "2023-05-04T22:46:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06795", "timestamp": "2023-02-14T02:14:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06796", "timestamp": "2024-05-14T14:32:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06797", "timestamp": "2023-09-20T23:11:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06798", "timestamp": "2024-06-19T23:08:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06799", "timestamp": "2023-08-28T19:29:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX9266887202", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9266887202). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06800", "timestamp": "2025-09-03T21:51:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06801", "timestamp": "2022-02-20T13:13:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06802", "timestamp": "2024-12-16T20:49:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06803", "timestamp": "2025-02-09T23:12:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4631503127). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06804", "timestamp": "2022-11-28T19:27:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_06805", "timestamp": "2022-07-05T03:53:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06806", "timestamp": "2022-10-21T15:47:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06807", "timestamp": "2022-03-22T03:04:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06808", "timestamp": "2022-01-16T05:03:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06809", "timestamp": "2025-10-28T02:34:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06810", "timestamp": "2023-12-22T07:50:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06811", "timestamp": "2025-02-26T09:23:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06812", "timestamp": "2025-07-08T02:51:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06813", "timestamp": "2023-07-29T19:53:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06814", "timestamp": "2024-06-30T20:33:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06815", "timestamp": "2023-04-29T13:03:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06816", "timestamp": "2023-06-03T22:54:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2269780003). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06817", "timestamp": "2022-03-01T01:48:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06818", "timestamp": "2022-10-09T09:01:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06819", "timestamp": "2023-01-03T01:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7064882076). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06820", "timestamp": "2022-06-23T23:50:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06821", "timestamp": "2023-10-30T22:25:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06822", "timestamp": "2024-09-27T15:55:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06823", "timestamp": "2022-05-08T02:30:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06824", "timestamp": "2025-02-25T17:53:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06825", "timestamp": "2022-10-04T07:13:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06826", "timestamp": "2023-02-28T00:23:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06827", "timestamp": "2024-01-20T08:16:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06828", "timestamp": "2025-08-06T03:40:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06829", "timestamp": "2024-04-11T03:01:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06830", "timestamp": "2022-10-08T00:24:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06831", "timestamp": "2025-12-06T03:44:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06832", "timestamp": "2025-12-10T06:06:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06833", "timestamp": "2022-02-07T15:03:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06834", "timestamp": "2024-07-31T22:38:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06835", "timestamp": "2025-07-31T08:04:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06836", "timestamp": "2025-03-14T03:06:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06837", "timestamp": "2024-05-05T14:43:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_06838", "timestamp": "2025-11-21T00:10:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06839", "timestamp": "2023-08-24T02:00:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06840", "timestamp": "2023-02-17T20:13:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06841", "timestamp": "2025-02-03T07:40:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06842", "timestamp": "2025-01-17T07:19:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06843", "timestamp": "2024-06-02T14:50:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06844", "timestamp": "2023-09-22T16:33:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06845", "timestamp": "2022-04-02T12:24:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06846", "timestamp": "2023-06-14T05:19:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06847", "timestamp": "2022-10-26T19:44:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06848", "timestamp": "2022-09-17T08:45:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06849", "timestamp": "2025-03-24T14:51:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06850", "timestamp": "2024-07-10T16:45:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06851", "timestamp": "2024-02-15T06:46:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06852", "timestamp": "2025-03-04T12:27:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06853", "timestamp": "2025-04-06T21:14:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06854", "timestamp": "2024-09-28T15:10:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06855", "timestamp": "2022-06-12T11:30:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_06856", "timestamp": "2022-02-27T11:31:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06857", "timestamp": "2023-06-19T13:45:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06858", "timestamp": "2025-02-03T16:19:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06859", "timestamp": "2023-09-17T06:55:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06860", "timestamp": "2022-09-28T03:13:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX1274364045", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1274364045). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06861", "timestamp": "2025-09-30T23:56:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06862", "timestamp": "2023-10-23T14:04:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06863", "timestamp": "2025-06-25T18:10:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06864", "timestamp": "2023-07-05T11:52:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06865", "timestamp": "2024-02-08T15:10:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06866", "timestamp": "2022-01-11T18:52:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06867", "timestamp": "2023-08-20T06:11:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06868", "timestamp": "2022-07-18T11:22:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06869", "timestamp": "2025-01-10T21:38:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06870", "timestamp": "2023-10-13T04:57:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06871", "timestamp": "2024-02-11T09:16:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06872", "timestamp": "2023-01-30T13:35:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06873", "timestamp": "2022-10-29T16:58:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06874", "timestamp": "2025-09-27T22:54:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06875", "timestamp": "2025-02-12T15:39:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06876", "timestamp": "2023-02-26T00:21:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06877", "timestamp": "2023-08-12T04:19:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06878", "timestamp": "2022-07-08T02:02:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06879", "timestamp": "2025-07-26T15:53:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06880", "timestamp": "2023-08-12T10:15:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06881", "timestamp": "2025-04-17T16:46:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX0340415845) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06882", "timestamp": "2022-09-22T19:41:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06883", "timestamp": "2023-05-21T12:02:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06884", "timestamp": "2022-10-05T11:30:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06885", "timestamp": "2022-11-25T18:00:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06886", "timestamp": "2025-10-09T22:36:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06887", "timestamp": "2023-02-04T18:05:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06888", "timestamp": "2022-09-15T10:31:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06889", "timestamp": "2025-10-30T09:01:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06890", "timestamp": "2025-08-06T22:58:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06891", "timestamp": "2025-11-24T03:24:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06892", "timestamp": "2022-02-26T08:15:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06893", "timestamp": "2024-12-21T11:50:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06894", "timestamp": "2025-08-11T20:17:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06895", "timestamp": "2024-11-02T02:46:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06896", "timestamp": "2024-03-01T01:45:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06897", "timestamp": "2022-04-28T19:58:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06898", "timestamp": "2022-12-27T23:55:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06899", "timestamp": "2022-07-15T18:50:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06900", "timestamp": "2022-12-07T22:09:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06901", "timestamp": "2022-06-12T21:02:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06902", "timestamp": "2025-12-01T05:29:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06903", "timestamp": "2022-06-02T02:32:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06904", "timestamp": "2024-12-25T05:55:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06905", "timestamp": "2024-07-19T04:33:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06906", "timestamp": "2025-03-17T09:47:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06907", "timestamp": "2023-10-23T12:12:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06908", "timestamp": "2022-01-26T13:09:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06909", "timestamp": "2025-08-20T04:59:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06910", "timestamp": "2024-04-27T08:03:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06911", "timestamp": "2025-06-09T08:28:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06912", "timestamp": "2022-02-04T15:55:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2881134095). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06913", "timestamp": "2024-11-06T07:44:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06914", "timestamp": "2023-08-30T02:35:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06915", "timestamp": "2025-03-23T04:43:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_06916", "timestamp": "2025-09-08T05:02:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06917", "timestamp": "2022-04-29T15:55:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06918", "timestamp": "2025-08-17T12:58:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8492632220) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06919", "timestamp": "2024-07-25T11:17:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06920", "timestamp": "2025-09-25T09:08:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06921", "timestamp": "2022-05-20T15:33:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5518920670", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5518920670) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06922", "timestamp": "2025-03-01T21:07:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0501746285). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06923", "timestamp": "2023-08-14T11:19:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06924", "timestamp": "2024-02-19T03:09:00", "year": 2024, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX6275742333", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06925", "timestamp": "2023-03-22T15:34:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0333844154) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06926", "timestamp": "2023-03-13T12:46:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06927", "timestamp": "2025-05-17T07:10:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06928", "timestamp": "2023-06-16T17:40:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06929", "timestamp": "2025-09-20T11:56:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06930", "timestamp": "2025-05-08T18:39:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06931", "timestamp": "2022-11-22T09:24:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06932", "timestamp": "2024-10-22T12:47:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06933", "timestamp": "2025-06-24T16:40:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06934", "timestamp": "2022-04-13T19:45:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06935", "timestamp": "2022-10-08T12:55:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06936", "timestamp": "2023-04-09T19:32:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3837695975", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3837695975) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06937", "timestamp": "2025-10-28T23:40:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06938", "timestamp": "2023-02-13T17:14:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_06939", "timestamp": "2023-09-27T12:38:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06940", "timestamp": "2022-09-06T22:05:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_06941", "timestamp": "2023-06-10T18:24:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06942", "timestamp": "2024-02-05T12:25:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_06943", "timestamp": "2025-08-02T05:50:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06944", "timestamp": "2022-05-24T17:19:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06945", "timestamp": "2023-10-25T00:04:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06946", "timestamp": "2022-01-11T00:49:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06947", "timestamp": "2024-01-14T18:44:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06948", "timestamp": "2022-06-04T10:18:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06949", "timestamp": "2025-07-27T01:36:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2747654948) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06950", "timestamp": "2022-07-18T23:33:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06951", "timestamp": "2023-07-02T04:56:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06952", "timestamp": "2022-02-13T09:54:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06953", "timestamp": "2024-10-23T16:10:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06954", "timestamp": "2024-07-02T20:12:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06955", "timestamp": "2023-10-18T01:26:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8498146961) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06956", "timestamp": "2024-04-11T19:18:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06957", "timestamp": "2025-04-24T06:39:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06958", "timestamp": "2024-04-05T02:28:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06959", "timestamp": "2024-03-07T13:36:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06960", "timestamp": "2025-08-20T03:43:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06961", "timestamp": "2025-12-08T21:49:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06962", "timestamp": "2023-08-16T23:11:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06963", "timestamp": "2022-07-01T18:25:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06964", "timestamp": "2025-08-21T05:20:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06965", "timestamp": "2022-01-23T02:21:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6675683631", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6675683631) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_06966", "timestamp": "2022-01-11T15:34:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_06967", "timestamp": "2025-03-19T10:28:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06968", "timestamp": "2024-10-26T22:09:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06969", "timestamp": "2023-07-27T20:17:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06970", "timestamp": "2024-02-10T19:36:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_06971", "timestamp": "2022-05-25T02:00:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_06972", "timestamp": "2023-11-29T17:21:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_06973", "timestamp": "2022-12-20T03:20:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5539528987). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06974", "timestamp": "2023-10-07T06:59:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_06975", "timestamp": "2022-10-30T09:19:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06976", "timestamp": "2025-06-19T19:30:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06977", "timestamp": "2022-08-19T17:14:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_06978", "timestamp": "2023-03-19T18:13:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06979", "timestamp": "2022-04-26T08:46:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06980", "timestamp": "2024-07-29T08:12:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_06981", "timestamp": "2022-12-21T17:55:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_06982", "timestamp": "2022-04-06T23:51:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_06983", "timestamp": "2022-11-19T09:38:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06984", "timestamp": "2022-07-10T18:30:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_06985", "timestamp": "2025-01-29T21:09:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06986", "timestamp": "2024-11-09T09:05:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_06987", "timestamp": "2023-12-17T22:02:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_06988", "timestamp": "2023-12-24T09:13:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06989", "timestamp": "2023-10-20T15:50:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_06990", "timestamp": "2022-07-03T19:07:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_06991", "timestamp": "2025-09-24T02:20:00", "year": 2025, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX9820590768", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06992", "timestamp": "2023-01-22T04:24:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_06993", "timestamp": "2022-07-24T16:03:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX6845288581", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06994", "timestamp": "2023-05-26T01:50:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0608381110). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_06995", "timestamp": "2024-05-29T08:35:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_06996", "timestamp": "2022-06-23T16:51:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_06997", "timestamp": "2025-08-07T07:32:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_06998", "timestamp": "2024-12-04T18:12:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_06999", "timestamp": "2025-03-14T07:13:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07000", "timestamp": "2023-05-25T23:38:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07001", "timestamp": "2023-11-13T07:32:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07002", "timestamp": "2022-07-21T18:15:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07003", "timestamp": "2024-07-16T10:08:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07004", "timestamp": "2022-03-28T05:33:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1157373975). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07005", "timestamp": "2022-01-14T20:01:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07006", "timestamp": "2025-08-23T15:47:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07007", "timestamp": "2023-01-26T12:58:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07008", "timestamp": "2025-06-01T09:04:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07009", "timestamp": "2024-05-21T09:42:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07010", "timestamp": "2022-08-21T23:08:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07011", "timestamp": "2025-09-04T13:25:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07012", "timestamp": "2025-10-26T18:05:00", "year": 2025, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX4921751372", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07013", "timestamp": "2023-08-16T22:24:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07014", "timestamp": "2024-09-01T03:24:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07015", "timestamp": "2025-07-19T00:05:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07016", "timestamp": "2025-11-28T12:02:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1605644361) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07017", "timestamp": "2022-04-14T00:26:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07018", "timestamp": "2022-02-17T13:09:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07019", "timestamp": "2022-08-23T15:08:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07020", "timestamp": "2023-01-29T18:35:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07021", "timestamp": "2023-11-28T23:54:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07022", "timestamp": "2022-02-01T18:50:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07023", "timestamp": "2022-10-20T18:49:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07024", "timestamp": "2024-01-12T02:56:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07025", "timestamp": "2022-08-25T09:17:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07026", "timestamp": "2024-09-20T04:45:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07027", "timestamp": "2025-05-07T08:28:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07028", "timestamp": "2024-02-03T23:28:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07029", "timestamp": "2022-06-29T07:11:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7705019513) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07030", "timestamp": "2024-06-13T13:36:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07031", "timestamp": "2022-01-01T23:10:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07032", "timestamp": "2024-03-29T06:40:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07033", "timestamp": "2024-07-06T17:04:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07034", "timestamp": "2023-04-17T21:30:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX8745643075", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8745643075). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07035", "timestamp": "2024-12-06T08:54:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07036", "timestamp": "2023-01-13T12:04:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07037", "timestamp": "2023-02-09T18:20:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07038", "timestamp": "2023-04-30T16:41:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07039", "timestamp": "2022-10-21T03:28:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07040", "timestamp": "2022-05-13T18:37:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07041", "timestamp": "2023-03-20T23:33:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07042", "timestamp": "2023-12-16T22:36:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07043", "timestamp": "2024-11-24T02:13:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07044", "timestamp": "2025-12-10T15:56:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07045", "timestamp": "2024-07-24T07:04:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07046", "timestamp": "2022-01-28T22:06:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07047", "timestamp": "2024-06-24T05:50:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07048", "timestamp": "2022-05-20T13:44:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_07049", "timestamp": "2024-04-02T13:10:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07050", "timestamp": "2025-08-10T16:07:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07051", "timestamp": "2022-01-22T14:21:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07052", "timestamp": "2022-05-29T06:27:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07053", "timestamp": "2023-12-09T02:46:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07054", "timestamp": "2024-09-25T16:06:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07055", "timestamp": "2022-05-27T05:59:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07056", "timestamp": "2025-01-17T01:16:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07057", "timestamp": "2024-01-17T20:14:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07058", "timestamp": "2023-10-07T12:31:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5480259353", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5480259353) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07059", "timestamp": "2023-10-13T17:35:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07060", "timestamp": "2022-11-21T06:55:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07061", "timestamp": "2025-09-30T18:55:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07062", "timestamp": "2023-02-20T15:25:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07063", "timestamp": "2023-03-20T11:53:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07064", "timestamp": "2024-11-03T03:36:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07065", "timestamp": "2025-04-28T11:59:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07066", "timestamp": "2024-10-05T12:37:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07067", "timestamp": "2024-04-19T03:08:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07068", "timestamp": "2024-05-29T17:04:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07069", "timestamp": "2025-09-07T06:47:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07070", "timestamp": "2023-08-30T16:42:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07071", "timestamp": "2023-02-26T05:59:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8825812549) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07072", "timestamp": "2025-04-20T12:23:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07073", "timestamp": "2022-06-10T10:05:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07074", "timestamp": "2022-06-02T01:33:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX6630386199", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6630386199). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07075", "timestamp": "2023-08-19T12:05:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07076", "timestamp": "2025-04-14T10:54:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1183479197", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1183479197) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07077", "timestamp": "2022-06-19T03:24:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07078", "timestamp": "2022-12-16T09:23:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07079", "timestamp": "2022-11-07T15:40:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07080", "timestamp": "2024-06-05T06:27:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07081", "timestamp": "2022-12-19T16:44:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07082", "timestamp": "2024-10-30T06:57:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07083", "timestamp": "2024-12-21T05:54:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07084", "timestamp": "2025-01-19T17:01:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9863547200) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07085", "timestamp": "2024-07-23T09:40:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07086", "timestamp": "2023-08-01T07:22:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07087", "timestamp": "2025-09-03T00:02:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07088", "timestamp": "2022-03-31T20:47:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8184681632) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07089", "timestamp": "2023-07-10T10:11:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07090", "timestamp": "2023-12-19T19:09:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07091", "timestamp": "2023-05-03T07:03:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07092", "timestamp": "2024-04-22T15:24:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07093", "timestamp": "2025-09-24T00:17:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07094", "timestamp": "2022-08-05T13:02:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07095", "timestamp": "2023-11-15T00:59:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07096", "timestamp": "2025-04-13T21:23:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07097", "timestamp": "2022-01-10T21:46:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07098", "timestamp": "2023-06-25T06:40:00", "year": 2023, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX9445514574", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07099", "timestamp": "2024-09-23T02:26:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07100", "timestamp": "2025-02-23T21:27:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8629751441", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8629751441) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07101", "timestamp": "2022-04-29T11:33:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07102", "timestamp": "2024-05-11T12:10:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07103", "timestamp": "2024-04-16T17:15:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07104", "timestamp": "2024-12-17T00:35:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07105", "timestamp": "2023-08-20T04:00:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07106", "timestamp": "2022-10-15T03:00:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07107", "timestamp": "2022-05-27T15:59:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07108", "timestamp": "2022-06-29T13:54:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07109", "timestamp": "2025-07-18T16:25:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07110", "timestamp": "2023-10-29T11:57:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07111", "timestamp": "2025-05-26T04:36:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07112", "timestamp": "2025-08-01T12:46:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07113", "timestamp": "2024-04-20T00:18:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07114", "timestamp": "2023-07-07T07:42:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07115", "timestamp": "2025-11-15T17:04:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07116", "timestamp": "2023-02-14T19:01:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07117", "timestamp": "2023-08-26T11:30:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07118", "timestamp": "2025-05-07T18:17:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07119", "timestamp": "2023-09-03T04:26:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0041156247). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07120", "timestamp": "2025-10-03T05:41:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07121", "timestamp": "2025-04-09T15:09:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07122", "timestamp": "2025-05-18T21:15:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07123", "timestamp": "2024-03-28T23:28:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07124", "timestamp": "2025-08-05T19:14:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07125", "timestamp": "2022-11-06T21:01:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07126", "timestamp": "2024-07-19T06:40:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07127", "timestamp": "2022-11-04T08:20:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5563117284) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07128", "timestamp": "2023-12-02T13:04:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07129", "timestamp": "2025-02-17T21:35:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07130", "timestamp": "2023-07-19T06:19:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07131", "timestamp": "2022-08-16T01:26:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07132", "timestamp": "2023-05-14T12:34:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07133", "timestamp": "2025-10-13T09:08:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07134", "timestamp": "2024-08-12T06:33:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07135", "timestamp": "2023-01-02T05:38:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07136", "timestamp": "2024-09-02T07:09:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07137", "timestamp": "2023-11-23T10:53:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0300476413). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07138", "timestamp": "2022-03-31T12:53:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9508000096", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9508000096) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07139", "timestamp": "2022-04-16T07:09:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07140", "timestamp": "2022-03-30T15:58:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07141", "timestamp": "2023-05-31T22:24:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07142", "timestamp": "2025-11-06T01:19:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07143", "timestamp": "2025-05-23T22:29:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07144", "timestamp": "2025-01-02T21:28:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07145", "timestamp": "2025-04-16T12:38:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07146", "timestamp": "2024-09-28T20:46:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07147", "timestamp": "2024-09-20T11:42:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07148", "timestamp": "2024-09-23T17:24:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07149", "timestamp": "2025-06-19T03:05:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07150", "timestamp": "2022-05-21T15:12:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07151", "timestamp": "2025-01-11T10:06:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07152", "timestamp": "2022-02-11T17:15:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07153", "timestamp": "2025-02-22T01:38:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07154", "timestamp": "2023-09-12T04:57:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07155", "timestamp": "2023-03-08T17:28:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07156", "timestamp": "2024-07-15T10:09:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07157", "timestamp": "2024-05-14T08:22:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07158", "timestamp": "2023-11-02T23:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07159", "timestamp": "2023-08-26T00:29:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07160", "timestamp": "2024-02-08T03:05:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07161", "timestamp": "2025-03-29T06:42:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07162", "timestamp": "2023-06-01T06:23:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07163", "timestamp": "2025-04-25T15:14:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07164", "timestamp": "2024-09-17T01:17:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5221283970) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07165", "timestamp": "2022-05-09T08:24:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07166", "timestamp": "2024-11-07T18:27:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07167", "timestamp": "2022-12-20T21:14:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07168", "timestamp": "2022-09-10T03:59:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07169", "timestamp": "2022-12-10T06:42:00", "year": 2022, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2636986839) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07170", "timestamp": "2023-06-03T20:30:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07171", "timestamp": "2022-02-04T10:47:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07172", "timestamp": "2024-11-16T14:58:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07173", "timestamp": "2024-07-11T00:28:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07174", "timestamp": "2023-12-13T12:50:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07175", "timestamp": "2025-07-01T08:58:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX4531691389", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4531691389). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07176", "timestamp": "2022-07-10T06:45:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07177", "timestamp": "2025-06-12T14:22:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07178", "timestamp": "2022-03-22T05:34:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07179", "timestamp": "2022-06-18T07:56:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07180", "timestamp": "2022-08-24T20:44:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07181", "timestamp": "2024-05-06T22:46:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07182", "timestamp": "2025-12-10T15:43:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07183", "timestamp": "2023-05-22T03:47:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07184", "timestamp": "2024-01-25T18:24:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07185", "timestamp": "2024-08-20T21:40:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07186", "timestamp": "2025-10-29T10:55:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07187", "timestamp": "2025-07-21T22:00:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07188", "timestamp": "2023-12-31T00:20:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07189", "timestamp": "2022-07-24T15:32:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07190", "timestamp": "2023-02-22T00:37:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07191", "timestamp": "2024-12-29T10:23:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07192", "timestamp": "2022-07-30T22:54:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07193", "timestamp": "2022-09-15T02:44:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07194", "timestamp": "2022-11-08T02:18:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX8062624537", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07195", "timestamp": "2023-03-12T19:41:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX2821505162) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07196", "timestamp": "2025-10-20T00:36:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07197", "timestamp": "2022-01-03T09:58:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07198", "timestamp": "2024-03-16T15:08:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07199", "timestamp": "2024-09-06T22:42:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5791108616", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5791108616) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07200", "timestamp": "2023-05-10T04:23:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07201", "timestamp": "2024-10-29T20:28:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07202", "timestamp": "2024-07-16T09:49:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07203", "timestamp": "2024-04-02T00:07:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07204", "timestamp": "2025-07-06T03:42:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07205", "timestamp": "2022-07-04T03:41:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07206", "timestamp": "2022-02-06T15:31:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07207", "timestamp": "2023-12-17T19:44:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6289707530) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07208", "timestamp": "2025-11-09T11:50:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07209", "timestamp": "2022-04-23T08:39:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07210", "timestamp": "2024-03-05T09:51:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07211", "timestamp": "2025-09-03T21:46:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07212", "timestamp": "2023-03-06T22:34:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07213", "timestamp": "2023-11-20T09:59:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07214", "timestamp": "2024-02-24T11:30:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07215", "timestamp": "2022-02-17T20:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07216", "timestamp": "2025-03-10T19:19:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX4664865531", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4664865531). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07217", "timestamp": "2024-11-18T03:15:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07218", "timestamp": "2023-08-29T06:23:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07219", "timestamp": "2023-08-09T09:36:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07220", "timestamp": "2022-10-01T11:45:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07221", "timestamp": "2025-10-13T04:22:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07222", "timestamp": "2022-10-25T00:47:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX7962422770", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7962422770). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07223", "timestamp": "2023-02-06T10:31:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07224", "timestamp": "2022-12-09T22:23:00", "year": 2022, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2140512469) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07225", "timestamp": "2025-02-18T05:21:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07226", "timestamp": "2024-02-27T01:01:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07227", "timestamp": "2022-11-19T07:09:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07228", "timestamp": "2023-03-24T12:40:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07229", "timestamp": "2025-12-09T18:19:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07230", "timestamp": "2023-10-26T05:33:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07231", "timestamp": "2025-09-28T15:28:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07232", "timestamp": "2024-07-24T10:58:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07233", "timestamp": "2025-11-15T12:34:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07234", "timestamp": "2022-07-24T11:28:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07235", "timestamp": "2025-09-27T16:51:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07236", "timestamp": "2023-06-30T06:29:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07237", "timestamp": "2022-08-30T04:07:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07238", "timestamp": "2025-09-01T05:42:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07239", "timestamp": "2024-09-22T17:15:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07240", "timestamp": "2025-09-13T11:49:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07241", "timestamp": "2022-07-08T19:02:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5934953447", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5934953447) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07242", "timestamp": "2022-01-21T15:01:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07243", "timestamp": "2025-12-21T06:38:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07244", "timestamp": "2024-09-26T03:38:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07245", "timestamp": "2022-07-15T06:33:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07246", "timestamp": "2022-03-17T03:15:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07247", "timestamp": "2023-03-02T00:33:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07248", "timestamp": "2022-06-03T05:04:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07249", "timestamp": "2024-02-10T15:17:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07250", "timestamp": "2023-03-04T13:58:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07251", "timestamp": "2025-06-11T02:45:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07252", "timestamp": "2024-01-08T06:06:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07253", "timestamp": "2022-03-08T01:14:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07254", "timestamp": "2025-10-02T15:19:00", "year": 2025, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX0971847202", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07255", "timestamp": "2025-09-14T06:40:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07256", "timestamp": "2022-06-24T12:33:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6153865871) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07257", "timestamp": "2025-12-14T08:31:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07258", "timestamp": "2023-05-04T08:47:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07259", "timestamp": "2022-06-10T15:09:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07260", "timestamp": "2022-09-20T06:33:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07261", "timestamp": "2023-06-27T07:26:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX3711007548", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07262", "timestamp": "2023-07-29T16:53:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07263", "timestamp": "2023-06-26T09:39:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0253213876). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07264", "timestamp": "2024-07-03T15:47:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07265", "timestamp": "2024-11-19T04:59:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07266", "timestamp": "2023-12-24T09:54:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07267", "timestamp": "2023-03-14T10:38:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07268", "timestamp": "2025-03-22T16:48:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07269", "timestamp": "2025-08-07T21:07:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07270", "timestamp": "2023-08-12T02:31:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07271", "timestamp": "2024-12-04T10:41:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07272", "timestamp": "2022-06-14T03:39:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07273", "timestamp": "2022-11-05T01:45:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07274", "timestamp": "2025-07-12T14:30:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07275", "timestamp": "2025-03-29T03:01:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07276", "timestamp": "2023-03-18T05:29:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07277", "timestamp": "2024-02-10T00:52:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07278", "timestamp": "2023-08-15T02:13:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07279", "timestamp": "2023-06-21T06:33:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07280", "timestamp": "2025-05-05T04:56:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07281", "timestamp": "2025-08-28T06:38:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07282", "timestamp": "2025-11-26T08:56:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07283", "timestamp": "2025-02-17T18:58:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07284", "timestamp": "2022-12-12T23:01:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0928955313) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07285", "timestamp": "2024-02-12T22:18:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07286", "timestamp": "2022-10-30T09:01:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07287", "timestamp": "2023-09-26T08:04:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07288", "timestamp": "2022-07-10T17:34:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07289", "timestamp": "2023-12-27T10:47:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07290", "timestamp": "2023-11-18T21:01:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07291", "timestamp": "2022-06-28T21:10:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07292", "timestamp": "2023-07-06T07:52:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07293", "timestamp": "2022-11-14T06:01:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07294", "timestamp": "2025-06-19T06:37:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07295", "timestamp": "2023-07-01T16:02:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07296", "timestamp": "2025-12-19T03:02:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07297", "timestamp": "2022-10-22T04:58:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07298", "timestamp": "2024-08-21T14:46:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07299", "timestamp": "2023-08-08T05:43:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07300", "timestamp": "2022-06-28T16:19:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_07301", "timestamp": "2025-10-24T21:19:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9817148682) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07302", "timestamp": "2022-11-06T08:11:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07303", "timestamp": "2025-07-11T06:31:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07304", "timestamp": "2024-06-03T08:08:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07305", "timestamp": "2024-04-28T13:14:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2849279890). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07306", "timestamp": "2023-01-16T09:14:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1632115953", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1632115953) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07307", "timestamp": "2025-09-29T06:51:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07308", "timestamp": "2024-10-23T14:06:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07309", "timestamp": "2025-02-09T20:56:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8262179756). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07310", "timestamp": "2024-07-18T10:23:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5211955220) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07311", "timestamp": "2022-09-30T21:58:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7777142520", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7777142520) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07312", "timestamp": "2025-02-01T23:45:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07313", "timestamp": "2025-08-14T10:14:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07314", "timestamp": "2024-07-25T02:15:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07315", "timestamp": "2022-03-25T22:39:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07316", "timestamp": "2024-09-06T22:32:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07317", "timestamp": "2023-09-20T15:31:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07318", "timestamp": "2023-12-01T20:54:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07319", "timestamp": "2023-07-18T04:34:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6261916790", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6261916790) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07320", "timestamp": "2025-03-01T06:23:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07321", "timestamp": "2025-07-21T05:53:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07322", "timestamp": "2022-10-12T06:33:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07323", "timestamp": "2022-08-28T06:43:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07324", "timestamp": "2025-10-27T02:50:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07325", "timestamp": "2023-11-11T20:53:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07326", "timestamp": "2025-08-27T20:49:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07327", "timestamp": "2023-07-31T22:51:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07328", "timestamp": "2023-07-25T00:16:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07329", "timestamp": "2022-11-08T08:51:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07330", "timestamp": "2025-03-30T03:31:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07331", "timestamp": "2022-12-26T11:31:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07332", "timestamp": "2022-03-13T18:54:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07333", "timestamp": "2025-12-30T18:24:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07334", "timestamp": "2023-08-07T08:48:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07335", "timestamp": "2024-09-28T10:55:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07336", "timestamp": "2025-12-04T12:17:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07337", "timestamp": "2024-10-23T09:04:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07338", "timestamp": "2023-03-07T03:02:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07339", "timestamp": "2024-03-01T05:46:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07340", "timestamp": "2024-08-02T05:38:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07341", "timestamp": "2024-04-27T04:08:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0330568896). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07342", "timestamp": "2025-04-22T07:26:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07343", "timestamp": "2022-10-05T15:47:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07344", "timestamp": "2023-09-09T02:22:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07345", "timestamp": "2023-02-12T17:20:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07346", "timestamp": "2023-10-27T22:45:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07347", "timestamp": "2025-10-05T11:56:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07348", "timestamp": "2024-12-14T21:15:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07349", "timestamp": "2023-12-29T03:11:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07350", "timestamp": "2025-05-26T14:05:00", "year": 2025, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1012373638) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07351", "timestamp": "2024-01-01T02:13:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07352", "timestamp": "2024-01-28T12:31:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07353", "timestamp": "2023-09-16T05:22:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5391032118", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5391032118) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07354", "timestamp": "2023-06-26T00:17:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07355", "timestamp": "2022-02-10T11:34:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07356", "timestamp": "2024-02-27T20:05:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07357", "timestamp": "2025-10-16T12:13:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07358", "timestamp": "2024-03-04T07:07:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07359", "timestamp": "2025-08-26T06:25:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07360", "timestamp": "2025-06-21T03:59:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07361", "timestamp": "2022-12-06T15:16:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07362", "timestamp": "2023-10-02T21:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07363", "timestamp": "2025-05-19T06:36:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07364", "timestamp": "2024-05-05T01:56:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07365", "timestamp": "2025-11-10T01:51:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07366", "timestamp": "2023-05-27T15:47:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07367", "timestamp": "2024-11-17T09:46:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07368", "timestamp": "2024-11-10T03:16:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07369", "timestamp": "2023-12-16T06:58:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07370", "timestamp": "2025-09-03T19:51:00", "year": 2025, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX8766921590", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07371", "timestamp": "2024-08-17T20:26:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07372", "timestamp": "2023-11-06T22:51:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07373", "timestamp": "2025-08-21T10:35:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07374", "timestamp": "2025-09-14T03:01:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07375", "timestamp": "2024-08-28T09:59:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07376", "timestamp": "2023-03-16T09:11:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07377", "timestamp": "2024-03-30T01:26:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07378", "timestamp": "2023-02-19T00:44:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07379", "timestamp": "2025-08-02T06:42:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07380", "timestamp": "2024-11-06T18:25:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07381", "timestamp": "2022-01-09T22:59:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07382", "timestamp": "2023-02-24T00:44:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07383", "timestamp": "2022-06-27T00:48:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07384", "timestamp": "2022-02-24T07:23:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07385", "timestamp": "2024-05-02T14:38:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07386", "timestamp": "2023-04-11T07:34:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07387", "timestamp": "2023-06-29T02:14:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07388", "timestamp": "2023-02-17T18:13:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07389", "timestamp": "2022-01-20T10:59:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07390", "timestamp": "2022-08-28T16:53:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07391", "timestamp": "2023-06-17T10:15:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07392", "timestamp": "2024-10-13T13:41:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07393", "timestamp": "2023-04-24T05:18:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07394", "timestamp": "2023-03-27T20:59:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07395", "timestamp": "2024-09-21T03:04:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07396", "timestamp": "2025-07-05T18:37:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07397", "timestamp": "2025-02-10T22:15:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07398", "timestamp": "2025-03-08T12:33:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07399", "timestamp": "2022-09-05T17:17:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07400", "timestamp": "2025-01-08T19:00:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6053170606) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07401", "timestamp": "2024-07-18T09:43:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07402", "timestamp": "2024-07-26T02:31:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07403", "timestamp": "2024-10-29T14:20:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07404", "timestamp": "2024-04-23T07:48:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07405", "timestamp": "2023-08-10T18:16:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07406", "timestamp": "2024-04-13T10:38:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07407", "timestamp": "2024-09-08T03:07:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07408", "timestamp": "2022-04-27T00:05:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07409", "timestamp": "2023-12-02T07:50:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07410", "timestamp": "2025-08-28T15:59:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07411", "timestamp": "2025-04-18T07:47:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07412", "timestamp": "2023-04-24T01:27:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07413", "timestamp": "2025-04-08T06:00:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1273893639) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07414", "timestamp": "2023-12-14T23:38:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07415", "timestamp": "2022-11-02T06:53:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07416", "timestamp": "2022-02-07T01:39:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07417", "timestamp": "2024-03-31T19:11:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07418", "timestamp": "2023-05-20T21:20:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07419", "timestamp": "2023-06-22T04:38:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07420", "timestamp": "2024-06-09T02:11:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07421", "timestamp": "2024-12-23T02:46:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5087405636) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07422", "timestamp": "2024-03-31T11:58:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07423", "timestamp": "2024-05-14T17:20:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07424", "timestamp": "2024-08-25T05:26:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_07425", "timestamp": "2023-11-12T03:29:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7423331703). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07426", "timestamp": "2022-04-10T16:22:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07427", "timestamp": "2022-03-31T01:26:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07428", "timestamp": "2025-09-02T20:06:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07429", "timestamp": "2024-05-15T00:42:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07430", "timestamp": "2025-01-09T01:15:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07431", "timestamp": "2022-08-29T17:13:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07432", "timestamp": "2022-01-04T11:45:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07433", "timestamp": "2024-09-17T16:27:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07434", "timestamp": "2022-10-25T12:28:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07435", "timestamp": "2022-04-04T09:58:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX4610630673", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07436", "timestamp": "2024-05-24T00:51:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07437", "timestamp": "2023-02-02T02:14:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07438", "timestamp": "2023-09-09T17:05:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07439", "timestamp": "2025-09-11T07:29:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07440", "timestamp": "2022-04-21T22:02:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07441", "timestamp": "2024-11-16T08:55:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07442", "timestamp": "2022-08-25T18:42:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07443", "timestamp": "2025-09-19T08:44:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07444", "timestamp": "2022-03-23T22:37:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07445", "timestamp": "2024-03-27T12:04:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07446", "timestamp": "2022-02-10T00:24:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07447", "timestamp": "2024-03-13T19:51:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07448", "timestamp": "2024-07-28T16:22:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07449", "timestamp": "2022-07-19T11:14:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07450", "timestamp": "2022-04-17T02:49:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07451", "timestamp": "2023-11-15T18:40:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07452", "timestamp": "2022-09-12T23:51:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07453", "timestamp": "2022-03-03T09:48:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07454", "timestamp": "2022-05-25T13:29:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07455", "timestamp": "2023-06-15T00:18:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07456", "timestamp": "2025-05-17T04:27:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07457", "timestamp": "2024-06-11T19:10:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07458", "timestamp": "2024-07-07T11:38:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07459", "timestamp": "2025-11-10T10:56:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07460", "timestamp": "2022-05-24T19:09:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07461", "timestamp": "2023-12-09T06:51:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07462", "timestamp": "2024-02-09T06:02:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07463", "timestamp": "2024-12-01T22:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07464", "timestamp": "2022-03-23T02:01:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4492289487", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4492289487) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07465", "timestamp": "2022-10-25T07:07:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07466", "timestamp": "2024-06-12T09:13:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07467", "timestamp": "2024-06-02T12:46:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07468", "timestamp": "2024-06-13T19:32:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07469", "timestamp": "2024-11-13T23:17:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07470", "timestamp": "2024-10-08T09:01:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07471", "timestamp": "2023-03-12T13:48:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07472", "timestamp": "2022-12-29T05:57:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07473", "timestamp": "2024-02-22T15:03:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07474", "timestamp": "2023-08-17T09:50:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07475", "timestamp": "2023-11-12T16:59:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4044430571) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07476", "timestamp": "2025-04-13T05:32:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07477", "timestamp": "2024-02-28T19:12:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07478", "timestamp": "2025-03-08T15:53:00", "year": 2025, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5406621901) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07479", "timestamp": "2024-09-09T11:05:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07480", "timestamp": "2025-08-09T11:49:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07481", "timestamp": "2023-04-22T02:01:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07482", "timestamp": "2024-09-23T20:04:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07483", "timestamp": "2023-12-24T09:26:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07484", "timestamp": "2022-04-21T12:13:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07485", "timestamp": "2025-11-10T14:54:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07486", "timestamp": "2025-04-08T13:09:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07487", "timestamp": "2024-10-06T13:39:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07488", "timestamp": "2023-08-21T13:02:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07489", "timestamp": "2024-03-25T19:25:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07490", "timestamp": "2025-07-22T14:51:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07491", "timestamp": "2025-09-26T07:44:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07492", "timestamp": "2024-06-02T02:40:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07493", "timestamp": "2025-10-15T14:29:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07494", "timestamp": "2023-05-20T00:28:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07495", "timestamp": "2023-12-30T11:58:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07496", "timestamp": "2024-02-23T03:57:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07497", "timestamp": "2022-11-08T13:57:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07498", "timestamp": "2023-04-29T03:48:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3750257854", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3750257854) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07499", "timestamp": "2025-06-22T16:13:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07500", "timestamp": "2024-06-23T18:02:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07501", "timestamp": "2023-08-26T13:26:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07502", "timestamp": "2024-09-11T17:56:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07503", "timestamp": "2024-04-14T00:22:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9763569229) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07504", "timestamp": "2022-08-02T02:42:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07505", "timestamp": "2024-11-01T10:04:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07506", "timestamp": "2024-01-22T13:59:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1216151592) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07507", "timestamp": "2025-03-29T13:12:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07508", "timestamp": "2023-07-24T05:01:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07509", "timestamp": "2024-06-03T12:27:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07510", "timestamp": "2023-11-26T22:00:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07511", "timestamp": "2025-10-09T03:35:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07512", "timestamp": "2025-01-21T13:46:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3289726815", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3289726815) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07513", "timestamp": "2023-09-27T03:13:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4221376859", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4221376859) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07514", "timestamp": "2023-02-18T08:29:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07515", "timestamp": "2022-03-27T22:42:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9453007086) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07516", "timestamp": "2023-09-19T22:26:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07517", "timestamp": "2022-10-27T04:43:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07518", "timestamp": "2025-04-07T14:12:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0299974940) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07519", "timestamp": "2022-09-09T19:59:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07520", "timestamp": "2023-05-24T21:41:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07521", "timestamp": "2024-09-04T12:50:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07522", "timestamp": "2025-03-30T09:56:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4154738235) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07523", "timestamp": "2024-10-03T07:40:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07524", "timestamp": "2023-03-08T11:57:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07525", "timestamp": "2025-05-03T04:53:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07526", "timestamp": "2025-04-21T08:32:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07527", "timestamp": "2025-05-10T12:19:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07528", "timestamp": "2025-02-11T02:15:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07529", "timestamp": "2023-04-17T03:27:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07530", "timestamp": "2024-05-21T06:30:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07531", "timestamp": "2024-10-28T10:42:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07532", "timestamp": "2024-03-28T07:16:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07533", "timestamp": "2023-06-13T18:38:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9614460182) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07534", "timestamp": "2024-05-14T15:11:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07535", "timestamp": "2024-12-08T19:07:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07536", "timestamp": "2024-11-16T03:41:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07537", "timestamp": "2024-05-08T06:53:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07538", "timestamp": "2025-12-05T15:45:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7281374428) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07539", "timestamp": "2025-12-30T16:17:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07540", "timestamp": "2024-11-05T19:28:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07541", "timestamp": "2024-10-27T18:50:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07542", "timestamp": "2025-12-01T09:41:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07543", "timestamp": "2025-09-11T01:57:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07544", "timestamp": "2023-07-20T06:36:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07545", "timestamp": "2022-10-30T09:28:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07546", "timestamp": "2023-12-19T23:16:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07547", "timestamp": "2022-03-07T15:34:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07548", "timestamp": "2022-12-08T09:25:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07549", "timestamp": "2025-06-16T01:45:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07550", "timestamp": "2023-10-24T12:53:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07551", "timestamp": "2023-07-14T14:59:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07552", "timestamp": "2025-01-23T03:56:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07553", "timestamp": "2024-10-17T11:57:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07554", "timestamp": "2025-12-17T14:37:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07555", "timestamp": "2024-01-27T09:33:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07556", "timestamp": "2025-02-24T20:54:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6197912407) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07557", "timestamp": "2024-10-05T16:46:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07558", "timestamp": "2023-09-10T10:36:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07559", "timestamp": "2022-10-20T10:11:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0982495342) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07560", "timestamp": "2024-03-29T09:04:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07561", "timestamp": "2023-06-01T13:54:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1284799666) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07562", "timestamp": "2022-12-16T01:31:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07563", "timestamp": "2024-03-15T15:01:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07564", "timestamp": "2024-05-25T21:38:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07565", "timestamp": "2022-04-08T09:58:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07566", "timestamp": "2022-11-25T04:29:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07567", "timestamp": "2024-06-01T11:32:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07568", "timestamp": "2023-02-21T22:01:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07569", "timestamp": "2023-04-15T02:16:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07570", "timestamp": "2022-06-11T23:22:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07571", "timestamp": "2023-01-12T01:41:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07572", "timestamp": "2022-08-10T16:09:00", "year": 2022, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX8890750459", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07573", "timestamp": "2022-01-14T02:19:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07574", "timestamp": "2023-01-17T13:59:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07575", "timestamp": "2023-02-14T05:45:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07576", "timestamp": "2022-10-23T08:10:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07577", "timestamp": "2024-05-07T17:02:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07578", "timestamp": "2022-07-27T06:26:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX5223756895", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07579", "timestamp": "2025-02-16T02:54:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07580", "timestamp": "2025-02-17T04:36:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4277556845). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07581", "timestamp": "2025-04-29T01:31:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07582", "timestamp": "2023-05-02T04:16:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07583", "timestamp": "2025-10-29T12:25:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07584", "timestamp": "2022-12-01T08:16:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07585", "timestamp": "2025-11-09T16:03:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5627523261). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07586", "timestamp": "2025-12-08T18:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07587", "timestamp": "2024-05-02T17:53:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07588", "timestamp": "2023-07-24T08:02:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07589", "timestamp": "2022-01-02T00:48:00", "year": 2022, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX4970815685", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4970815685). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07590", "timestamp": "2023-10-04T06:38:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07591", "timestamp": "2025-07-28T22:27:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07592", "timestamp": "2022-11-04T18:18:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07593", "timestamp": "2022-01-05T11:28:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07594", "timestamp": "2024-05-05T21:44:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07595", "timestamp": "2024-02-20T06:24:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07596", "timestamp": "2022-08-01T23:02:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07597", "timestamp": "2025-02-04T22:17:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07598", "timestamp": "2023-09-11T23:45:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07599", "timestamp": "2022-12-27T15:38:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07600", "timestamp": "2023-10-11T13:01:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07601", "timestamp": "2024-04-30T06:22:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07602", "timestamp": "2025-03-18T12:56:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07603", "timestamp": "2025-04-23T23:47:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07604", "timestamp": "2022-12-21T00:28:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07605", "timestamp": "2025-02-23T09:59:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07606", "timestamp": "2024-04-22T05:43:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07607", "timestamp": "2025-05-06T15:58:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07608", "timestamp": "2024-10-22T02:48:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07609", "timestamp": "2025-11-09T12:41:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07610", "timestamp": "2024-03-23T23:49:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07611", "timestamp": "2022-11-05T14:20:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07612", "timestamp": "2025-08-18T04:52:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07613", "timestamp": "2024-11-20T07:10:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07614", "timestamp": "2023-08-22T06:48:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07615", "timestamp": "2025-11-28T04:17:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07616", "timestamp": "2023-04-06T03:03:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07617", "timestamp": "2022-01-30T04:42:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07618", "timestamp": "2025-06-13T10:15:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07619", "timestamp": "2024-11-26T22:01:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07620", "timestamp": "2024-02-12T19:17:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7797445320). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07621", "timestamp": "2024-06-21T21:22:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07622", "timestamp": "2022-09-05T07:33:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07623", "timestamp": "2022-10-23T04:03:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07624", "timestamp": "2022-11-07T22:24:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07625", "timestamp": "2022-11-24T13:09:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07626", "timestamp": "2022-10-13T07:27:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07627", "timestamp": "2023-11-21T15:53:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07628", "timestamp": "2024-08-15T10:20:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07629", "timestamp": "2024-08-24T06:32:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07630", "timestamp": "2025-02-22T04:12:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07631", "timestamp": "2022-11-09T21:52:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07632", "timestamp": "2025-07-22T05:23:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2419044834) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07633", "timestamp": "2022-08-16T14:40:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07634", "timestamp": "2023-06-30T17:04:00", "year": 2023, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0022953186) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07635", "timestamp": "2025-05-26T00:26:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07636", "timestamp": "2024-11-13T06:50:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0901021331", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0901021331) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07637", "timestamp": "2022-04-24T18:29:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07638", "timestamp": "2023-11-22T00:38:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07639", "timestamp": "2024-12-18T12:45:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07640", "timestamp": "2025-10-08T02:07:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07641", "timestamp": "2025-05-19T19:45:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07642", "timestamp": "2025-01-29T19:45:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07643", "timestamp": "2023-09-05T09:28:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07644", "timestamp": "2025-07-22T04:36:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07645", "timestamp": "2024-01-29T07:51:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07646", "timestamp": "2022-02-17T15:01:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07647", "timestamp": "2023-07-03T03:35:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07648", "timestamp": "2023-04-19T15:05:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07649", "timestamp": "2025-01-15T08:41:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07650", "timestamp": "2025-01-25T13:30:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07651", "timestamp": "2023-11-16T22:58:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07652", "timestamp": "2024-03-26T10:07:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07653", "timestamp": "2025-09-18T12:49:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX2554180449", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07654", "timestamp": "2024-04-24T14:40:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2959330911) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07655", "timestamp": "2023-03-21T05:46:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07656", "timestamp": "2024-03-19T05:08:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9070724439) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07657", "timestamp": "2023-03-02T20:36:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07658", "timestamp": "2022-01-04T04:40:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07659", "timestamp": "2022-10-10T05:14:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07660", "timestamp": "2025-11-30T09:41:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07661", "timestamp": "2023-06-22T15:13:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07662", "timestamp": "2025-05-06T15:01:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07663", "timestamp": "2024-08-26T05:17:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07664", "timestamp": "2024-06-26T16:24:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07665", "timestamp": "2025-06-23T20:43:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07666", "timestamp": "2024-10-11T14:00:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07667", "timestamp": "2023-12-23T19:46:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07668", "timestamp": "2022-01-24T11:52:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07669", "timestamp": "2023-11-21T19:25:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07670", "timestamp": "2025-02-07T00:49:00", "year": 2025, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1709663146) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07671", "timestamp": "2025-06-02T18:44:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07672", "timestamp": "2023-08-11T13:56:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07673", "timestamp": "2023-03-02T11:24:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07674", "timestamp": "2023-02-15T22:14:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07675", "timestamp": "2024-02-22T11:45:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07676", "timestamp": "2025-02-25T20:54:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07677", "timestamp": "2022-12-06T05:42:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7074592059", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7074592059) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07678", "timestamp": "2022-09-10T06:08:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07679", "timestamp": "2024-09-09T22:16:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07680", "timestamp": "2023-03-22T15:44:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07681", "timestamp": "2023-07-05T00:04:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07682", "timestamp": "2023-07-22T13:09:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07683", "timestamp": "2022-04-17T14:43:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07684", "timestamp": "2024-04-28T10:33:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07685", "timestamp": "2025-10-23T20:16:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07686", "timestamp": "2024-08-05T05:06:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07687", "timestamp": "2024-12-01T12:28:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07688", "timestamp": "2022-02-03T13:19:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4743806825). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07689", "timestamp": "2023-08-24T18:15:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07690", "timestamp": "2024-03-28T21:08:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0038491655", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0038491655) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07691", "timestamp": "2025-11-12T13:44:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07692", "timestamp": "2022-05-23T20:37:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07693", "timestamp": "2025-12-06T19:17:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07694", "timestamp": "2023-07-24T15:13:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07695", "timestamp": "2025-01-05T23:15:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07696", "timestamp": "2022-01-07T18:59:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07697", "timestamp": "2024-07-09T01:42:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07698", "timestamp": "2024-09-16T06:41:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07699", "timestamp": "2025-05-10T22:42:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07700", "timestamp": "2025-10-08T01:48:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07701", "timestamp": "2023-01-20T04:02:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07702", "timestamp": "2024-04-17T00:06:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07703", "timestamp": "2025-11-24T16:34:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07704", "timestamp": "2025-02-23T03:50:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07705", "timestamp": "2023-06-10T07:13:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07706", "timestamp": "2022-04-17T22:59:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07707", "timestamp": "2025-03-30T01:42:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07708", "timestamp": "2024-08-18T09:30:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07709", "timestamp": "2025-11-14T15:50:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07710", "timestamp": "2022-10-15T05:35:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07711", "timestamp": "2022-01-17T19:11:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07712", "timestamp": "2025-09-10T06:36:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07713", "timestamp": "2024-09-27T06:30:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07714", "timestamp": "2024-05-09T20:08:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07715", "timestamp": "2024-05-14T20:48:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07716", "timestamp": "2025-02-27T16:10:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07717", "timestamp": "2024-01-29T03:51:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07718", "timestamp": "2023-08-19T18:22:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07719", "timestamp": "2025-01-04T10:15:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07720", "timestamp": "2024-11-09T02:22:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07721", "timestamp": "2025-02-15T01:08:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07722", "timestamp": "2022-07-15T23:44:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07723", "timestamp": "2023-01-21T00:36:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07724", "timestamp": "2024-03-23T06:20:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07725", "timestamp": "2024-01-31T00:14:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07726", "timestamp": "2022-06-28T19:03:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07727", "timestamp": "2022-08-11T09:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07728", "timestamp": "2024-08-26T14:30:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07729", "timestamp": "2025-12-02T17:41:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07730", "timestamp": "2022-06-09T10:08:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07731", "timestamp": "2024-06-12T15:37:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX8494737279) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07732", "timestamp": "2025-07-08T03:05:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07733", "timestamp": "2023-08-15T11:54:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07734", "timestamp": "2023-07-16T01:00:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1622145518) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07735", "timestamp": "2022-10-28T05:18:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07736", "timestamp": "2022-02-25T14:33:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07737", "timestamp": "2025-05-26T12:10:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07738", "timestamp": "2025-04-26T19:10:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07739", "timestamp": "2022-05-14T05:22:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07740", "timestamp": "2023-05-28T12:37:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07741", "timestamp": "2024-05-20T10:30:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07742", "timestamp": "2023-10-27T02:02:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07743", "timestamp": "2025-11-27T02:28:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07744", "timestamp": "2024-11-21T21:43:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07745", "timestamp": "2023-02-21T07:49:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07746", "timestamp": "2025-01-31T08:20:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07747", "timestamp": "2024-03-30T14:33:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07748", "timestamp": "2022-04-05T22:25:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07749", "timestamp": "2025-03-31T08:23:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07750", "timestamp": "2025-01-20T22:45:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07751", "timestamp": "2025-11-20T08:26:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07752", "timestamp": "2023-07-22T19:31:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07753", "timestamp": "2025-03-30T04:33:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07754", "timestamp": "2025-08-22T21:54:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07755", "timestamp": "2022-12-11T10:17:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9745335492). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07756", "timestamp": "2025-11-21T19:51:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07757", "timestamp": "2025-06-14T10:18:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07758", "timestamp": "2023-04-18T14:19:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7241088187", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7241088187) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07759", "timestamp": "2022-03-21T05:57:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07760", "timestamp": "2023-06-16T20:28:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07761", "timestamp": "2023-10-12T22:16:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2275702682). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07762", "timestamp": "2022-08-16T10:32:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07763", "timestamp": "2023-04-11T23:27:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX8635793305", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07764", "timestamp": "2023-04-20T08:35:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07765", "timestamp": "2025-04-21T22:03:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07766", "timestamp": "2024-04-01T01:15:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07767", "timestamp": "2023-11-14T12:05:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07768", "timestamp": "2023-05-01T17:35:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07769", "timestamp": "2023-07-11T05:52:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5012546735", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5012546735) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07770", "timestamp": "2024-07-04T21:31:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07771", "timestamp": "2025-06-04T12:16:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07772", "timestamp": "2022-07-27T10:06:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07773", "timestamp": "2023-06-25T17:09:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07774", "timestamp": "2025-04-11T23:50:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6086238313). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07775", "timestamp": "2023-09-07T18:43:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07776", "timestamp": "2025-03-13T23:20:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07777", "timestamp": "2025-04-14T04:04:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07778", "timestamp": "2022-02-27T19:09:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7513520206", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7513520206) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07779", "timestamp": "2024-03-22T17:07:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07780", "timestamp": "2022-12-14T21:11:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07781", "timestamp": "2025-07-22T18:47:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07782", "timestamp": "2023-08-23T02:13:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07783", "timestamp": "2022-02-12T16:08:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07784", "timestamp": "2025-06-14T07:02:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07785", "timestamp": "2022-07-27T16:24:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07786", "timestamp": "2024-06-17T17:16:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07787", "timestamp": "2024-02-13T13:50:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07788", "timestamp": "2022-04-19T06:38:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07789", "timestamp": "2025-05-26T00:29:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07790", "timestamp": "2023-07-12T01:08:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07791", "timestamp": "2022-08-18T13:45:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07792", "timestamp": "2024-12-24T07:54:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0711475774", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0711475774) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07793", "timestamp": "2024-10-29T21:41:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07794", "timestamp": "2024-05-06T17:01:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07795", "timestamp": "2024-08-06T06:52:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07796", "timestamp": "2023-09-24T21:28:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07797", "timestamp": "2023-01-14T20:44:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07798", "timestamp": "2022-11-21T13:27:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07799", "timestamp": "2023-04-29T15:41:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07800", "timestamp": "2022-07-26T11:01:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX5897644115", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5897644115). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07801", "timestamp": "2023-02-26T03:53:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07802", "timestamp": "2025-06-05T16:32:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07803", "timestamp": "2023-08-25T21:29:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5855927778) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07804", "timestamp": "2023-08-13T18:27:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07805", "timestamp": "2023-07-28T08:38:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07806", "timestamp": "2025-03-18T19:03:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07807", "timestamp": "2024-05-15T15:27:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07808", "timestamp": "2023-06-18T18:47:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07809", "timestamp": "2024-08-29T21:15:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07810", "timestamp": "2022-12-18T15:17:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07811", "timestamp": "2025-07-20T23:52:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07812", "timestamp": "2024-09-17T14:24:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07813", "timestamp": "2025-02-27T06:51:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07814", "timestamp": "2022-03-11T18:00:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07815", "timestamp": "2025-09-26T00:26:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07816", "timestamp": "2023-07-25T13:24:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07817", "timestamp": "2023-02-19T01:47:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07818", "timestamp": "2022-07-08T12:41:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07819", "timestamp": "2022-04-28T06:41:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07820", "timestamp": "2025-10-19T23:58:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9668371133", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9668371133) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07821", "timestamp": "2022-07-29T16:57:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07822", "timestamp": "2024-01-01T19:54:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07823", "timestamp": "2025-04-22T20:47:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07824", "timestamp": "2022-02-23T16:47:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07825", "timestamp": "2023-03-24T15:23:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07826", "timestamp": "2025-08-28T19:47:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07827", "timestamp": "2025-05-02T02:04:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07828", "timestamp": "2025-08-31T13:41:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07829", "timestamp": "2022-10-17T09:01:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07830", "timestamp": "2024-05-07T01:38:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07831", "timestamp": "2024-09-27T13:51:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07832", "timestamp": "2022-05-13T23:36:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07833", "timestamp": "2024-02-11T20:33:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07834", "timestamp": "2025-05-28T07:54:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07835", "timestamp": "2022-08-01T05:41:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07836", "timestamp": "2024-10-04T00:04:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07837", "timestamp": "2025-11-08T16:13:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07838", "timestamp": "2025-08-12T11:03:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07839", "timestamp": "2023-06-22T04:17:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07840", "timestamp": "2024-03-08T03:32:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX7315923584", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07841", "timestamp": "2023-10-11T11:45:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07842", "timestamp": "2022-09-27T09:40:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07843", "timestamp": "2023-04-19T16:03:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07844", "timestamp": "2024-12-13T13:25:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7931934879) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07845", "timestamp": "2025-03-21T21:53:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07846", "timestamp": "2024-11-02T06:18:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07847", "timestamp": "2024-02-16T13:38:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07848", "timestamp": "2022-05-29T21:45:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07849", "timestamp": "2023-12-11T16:16:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9272985133) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07850", "timestamp": "2022-08-04T00:24:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07851", "timestamp": "2025-11-21T07:47:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07852", "timestamp": "2025-11-28T05:44:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07853", "timestamp": "2025-03-16T20:36:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07854", "timestamp": "2023-01-22T12:10:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07855", "timestamp": "2023-05-11T22:34:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07856", "timestamp": "2023-01-30T04:30:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07857", "timestamp": "2022-07-19T20:43:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07858", "timestamp": "2025-01-04T21:41:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07859", "timestamp": "2024-10-30T17:00:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07860", "timestamp": "2022-06-01T04:56:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07861", "timestamp": "2024-08-23T13:05:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2271147641", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2271147641) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07862", "timestamp": "2024-08-02T06:43:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07863", "timestamp": "2023-05-23T20:36:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07864", "timestamp": "2023-05-03T16:07:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07865", "timestamp": "2024-03-17T13:22:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07866", "timestamp": "2022-10-26T15:32:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07867", "timestamp": "2023-02-23T01:36:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07868", "timestamp": "2025-11-11T20:24:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07869", "timestamp": "2022-08-25T15:08:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07870", "timestamp": "2022-02-01T14:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07871", "timestamp": "2022-08-15T18:26:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07872", "timestamp": "2025-06-09T05:55:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07873", "timestamp": "2025-06-15T10:48:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07874", "timestamp": "2023-03-06T05:05:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07875", "timestamp": "2022-10-22T13:18:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_07876", "timestamp": "2023-03-24T02:18:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_07877", "timestamp": "2025-01-21T15:09:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07878", "timestamp": "2024-12-03T21:45:00", "year": 2024, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX0977049162", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0977049162). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07879", "timestamp": "2022-02-09T23:56:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07880", "timestamp": "2025-05-29T15:28:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07881", "timestamp": "2025-06-11T21:01:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9999920288). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07882", "timestamp": "2023-04-01T13:24:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07883", "timestamp": "2024-10-25T22:31:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07884", "timestamp": "2022-07-28T07:55:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07885", "timestamp": "2025-10-22T12:18:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07886", "timestamp": "2024-07-05T09:27:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3137211611). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07887", "timestamp": "2025-01-28T01:14:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07888", "timestamp": "2022-09-07T07:45:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07889", "timestamp": "2022-03-24T10:46:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07890", "timestamp": "2023-02-14T04:57:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07891", "timestamp": "2024-06-30T04:11:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07892", "timestamp": "2024-11-19T07:15:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07893", "timestamp": "2023-03-17T08:59:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_07894", "timestamp": "2025-07-28T01:21:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07895", "timestamp": "2022-07-29T03:51:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07896", "timestamp": "2025-12-18T18:17:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07897", "timestamp": "2025-06-11T11:33:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07898", "timestamp": "2023-10-30T03:25:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07899", "timestamp": "2024-08-07T08:32:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07900", "timestamp": "2022-08-28T20:21:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07901", "timestamp": "2024-12-18T13:13:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07902", "timestamp": "2023-10-19T19:10:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07903", "timestamp": "2022-12-11T23:27:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07904", "timestamp": "2024-06-27T08:22:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07905", "timestamp": "2025-02-03T21:09:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7140483072) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07906", "timestamp": "2022-12-03T18:25:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07907", "timestamp": "2023-11-26T22:51:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07908", "timestamp": "2022-10-28T16:40:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07909", "timestamp": "2024-05-08T13:06:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07910", "timestamp": "2022-11-13T15:14:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07911", "timestamp": "2022-10-11T07:36:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07912", "timestamp": "2023-12-30T11:12:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07913", "timestamp": "2022-11-12T01:42:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07914", "timestamp": "2025-03-31T05:04:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07915", "timestamp": "2024-12-04T03:12:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_07916", "timestamp": "2022-11-17T14:08:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07917", "timestamp": "2022-07-10T03:11:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_07918", "timestamp": "2025-03-30T22:13:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_07919", "timestamp": "2025-06-24T06:17:00", "year": 2025, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9889445263) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07920", "timestamp": "2022-04-15T10:21:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5601150390", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5601150390) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07921", "timestamp": "2022-08-27T09:47:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07922", "timestamp": "2024-10-26T20:07:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07923", "timestamp": "2022-02-06T15:06:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07924", "timestamp": "2022-10-15T20:10:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07925", "timestamp": "2022-01-11T08:06:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07926", "timestamp": "2023-08-28T00:50:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07927", "timestamp": "2025-02-19T06:08:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07928", "timestamp": "2023-02-17T06:35:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07929", "timestamp": "2022-11-13T11:28:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07930", "timestamp": "2025-11-21T12:18:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9828496791). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07931", "timestamp": "2023-10-09T07:41:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07932", "timestamp": "2025-02-17T19:15:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_07933", "timestamp": "2022-05-23T01:05:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX3130416096) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07934", "timestamp": "2025-08-16T01:34:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07935", "timestamp": "2025-06-28T18:42:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07936", "timestamp": "2023-12-24T05:43:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07937", "timestamp": "2025-04-10T04:07:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX5203375925", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5203375925). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07938", "timestamp": "2022-06-13T07:44:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07939", "timestamp": "2024-01-24T23:34:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07940", "timestamp": "2025-04-10T16:14:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_07941", "timestamp": "2024-11-28T22:33:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07942", "timestamp": "2024-09-24T02:30:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07943", "timestamp": "2025-02-13T21:44:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07944", "timestamp": "2025-08-10T15:40:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07945", "timestamp": "2025-11-11T02:05:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07946", "timestamp": "2022-01-21T20:20:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07947", "timestamp": "2025-09-15T04:58:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07948", "timestamp": "2024-03-22T03:46:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07949", "timestamp": "2025-12-19T03:24:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07950", "timestamp": "2025-12-22T20:25:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07951", "timestamp": "2025-10-14T05:33:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07952", "timestamp": "2022-11-24T12:21:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07953", "timestamp": "2022-11-02T02:20:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07954", "timestamp": "2023-03-08T23:45:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07955", "timestamp": "2025-04-10T09:24:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07956", "timestamp": "2025-07-14T04:54:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07957", "timestamp": "2025-07-22T06:03:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07958", "timestamp": "2023-04-27T22:12:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07959", "timestamp": "2024-02-08T03:40:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07960", "timestamp": "2023-03-11T00:53:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07961", "timestamp": "2022-04-30T13:33:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0546419246) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07962", "timestamp": "2025-06-17T08:13:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_07963", "timestamp": "2025-04-15T22:44:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07964", "timestamp": "2024-01-28T03:05:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_07965", "timestamp": "2023-12-22T07:37:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07966", "timestamp": "2024-07-20T09:33:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_07967", "timestamp": "2022-05-03T13:06:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_07968", "timestamp": "2023-12-20T02:34:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_07969", "timestamp": "2024-07-04T13:02:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_07970", "timestamp": "2025-07-07T06:29:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7801321486) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07971", "timestamp": "2025-12-26T06:57:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_07972", "timestamp": "2025-01-02T17:15:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07973", "timestamp": "2023-05-11T07:51:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07974", "timestamp": "2025-03-13T05:34:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_07975", "timestamp": "2022-07-26T13:00:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07976", "timestamp": "2023-09-16T22:49:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_07977", "timestamp": "2025-12-12T23:59:00", "year": 2025, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX0665280690", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0665280690). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_07978", "timestamp": "2023-08-22T07:30:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07979", "timestamp": "2022-06-13T18:53:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07980", "timestamp": "2023-10-20T05:18:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07981", "timestamp": "2022-06-07T16:23:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4626157216", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4626157216) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_07982", "timestamp": "2024-09-22T15:29:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07983", "timestamp": "2024-11-02T14:21:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_07984", "timestamp": "2025-03-05T08:51:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07985", "timestamp": "2024-05-09T09:43:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_07986", "timestamp": "2023-05-09T02:30:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_07987", "timestamp": "2024-04-27T07:37:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_07988", "timestamp": "2024-06-29T07:29:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07989", "timestamp": "2023-11-18T11:16:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_07990", "timestamp": "2025-11-03T10:45:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07991", "timestamp": "2023-11-07T01:38:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_07992", "timestamp": "2022-04-28T09:59:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_07993", "timestamp": "2023-10-23T21:26:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_07994", "timestamp": "2024-05-24T01:34:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_07995", "timestamp": "2023-06-30T18:04:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_07996", "timestamp": "2023-06-30T06:44:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07997", "timestamp": "2024-12-28T03:21:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_07998", "timestamp": "2024-11-09T23:34:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_07999", "timestamp": "2025-02-04T09:02:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08000", "timestamp": "2022-04-09T01:10:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_08001", "timestamp": "2024-09-27T16:48:00", "year": 2024, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX8879458475", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08002", "timestamp": "2023-08-09T14:37:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08003", "timestamp": "2024-10-12T15:48:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08004", "timestamp": "2022-04-24T06:28:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08005", "timestamp": "2025-03-03T00:15:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08006", "timestamp": "2022-10-09T16:43:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08007", "timestamp": "2024-04-09T19:50:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08008", "timestamp": "2024-08-26T19:00:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08009", "timestamp": "2024-08-21T08:39:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08010", "timestamp": "2024-06-16T10:31:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08011", "timestamp": "2022-02-07T07:11:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08012", "timestamp": "2024-02-21T16:18:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08013", "timestamp": "2022-10-14T05:01:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08014", "timestamp": "2023-10-22T02:25:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08015", "timestamp": "2025-04-05T20:31:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08016", "timestamp": "2025-01-15T07:27:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08017", "timestamp": "2023-12-25T06:46:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08018", "timestamp": "2023-10-08T01:29:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08019", "timestamp": "2025-03-05T06:59:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08020", "timestamp": "2023-02-17T03:22:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08021", "timestamp": "2024-01-07T17:46:00", "year": 2024, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1072545093) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08022", "timestamp": "2022-10-01T09:00:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08023", "timestamp": "2024-10-23T12:33:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08024", "timestamp": "2024-01-31T17:47:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08025", "timestamp": "2024-10-08T11:00:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08026", "timestamp": "2023-05-17T04:15:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08027", "timestamp": "2023-10-31T21:17:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08028", "timestamp": "2025-04-03T19:48:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08029", "timestamp": "2025-05-14T19:10:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08030", "timestamp": "2023-06-10T01:36:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08031", "timestamp": "2025-01-07T00:29:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08032", "timestamp": "2022-04-16T02:34:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08033", "timestamp": "2022-03-19T15:00:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08034", "timestamp": "2022-02-13T08:18:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3520593935) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08035", "timestamp": "2025-09-29T21:08:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08036", "timestamp": "2022-07-01T07:36:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08037", "timestamp": "2025-10-07T12:33:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08038", "timestamp": "2022-02-21T15:15:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08039", "timestamp": "2023-05-08T09:44:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08040", "timestamp": "2024-01-13T18:01:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08041", "timestamp": "2022-01-04T19:49:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08042", "timestamp": "2023-12-22T08:08:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08043", "timestamp": "2022-04-03T04:26:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08044", "timestamp": "2025-08-28T03:38:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08045", "timestamp": "2025-03-13T19:29:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08046", "timestamp": "2022-05-18T09:26:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8682085632). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08047", "timestamp": "2023-02-06T09:54:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08048", "timestamp": "2025-01-13T02:15:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08049", "timestamp": "2024-04-30T17:17:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08050", "timestamp": "2025-07-16T18:32:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08051", "timestamp": "2023-10-22T06:37:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08052", "timestamp": "2023-05-16T22:53:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9655276527) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08053", "timestamp": "2025-03-11T17:25:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08054", "timestamp": "2023-07-06T12:03:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08055", "timestamp": "2023-06-26T05:22:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08056", "timestamp": "2023-03-22T01:35:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08057", "timestamp": "2023-08-23T21:24:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08058", "timestamp": "2023-10-23T23:18:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08059", "timestamp": "2023-06-10T03:09:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08060", "timestamp": "2025-12-21T22:09:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08061", "timestamp": "2024-02-20T00:59:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4654486454) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08062", "timestamp": "2025-11-10T04:56:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08063", "timestamp": "2023-01-01T03:57:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08064", "timestamp": "2024-05-29T07:47:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08065", "timestamp": "2024-10-18T01:23:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08066", "timestamp": "2025-10-21T17:48:00", "year": 2025, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX4310956654", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08067", "timestamp": "2022-02-21T01:50:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08068", "timestamp": "2023-02-16T10:10:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08069", "timestamp": "2023-08-14T08:25:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08070", "timestamp": "2024-06-26T03:30:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08071", "timestamp": "2024-11-24T06:11:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2005043210). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08072", "timestamp": "2025-12-26T17:31:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08073", "timestamp": "2023-05-07T16:42:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08074", "timestamp": "2024-06-05T17:38:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08075", "timestamp": "2024-07-29T20:37:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08076", "timestamp": "2022-11-27T12:08:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08077", "timestamp": "2023-09-27T13:16:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08078", "timestamp": "2022-10-04T12:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08079", "timestamp": "2025-03-04T21:39:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08080", "timestamp": "2022-07-05T01:45:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08081", "timestamp": "2025-12-14T22:40:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08082", "timestamp": "2024-05-27T17:44:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08083", "timestamp": "2022-01-15T00:35:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08084", "timestamp": "2024-01-15T00:12:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08085", "timestamp": "2022-09-11T07:08:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9481537185) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08086", "timestamp": "2023-12-08T14:42:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08087", "timestamp": "2022-05-12T18:44:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08088", "timestamp": "2024-05-16T01:31:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08089", "timestamp": "2025-03-14T11:15:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08090", "timestamp": "2023-03-03T04:48:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08091", "timestamp": "2023-03-20T09:06:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08092", "timestamp": "2022-09-04T16:52:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08093", "timestamp": "2024-02-13T01:58:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08094", "timestamp": "2024-07-31T19:16:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08095", "timestamp": "2024-05-19T00:42:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08096", "timestamp": "2024-01-22T18:34:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08097", "timestamp": "2023-03-16T08:47:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08098", "timestamp": "2025-03-05T07:18:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08099", "timestamp": "2025-12-24T14:19:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08100", "timestamp": "2024-01-26T20:14:00", "year": 2024, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7104893793) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08101", "timestamp": "2024-04-01T09:37:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08102", "timestamp": "2025-11-24T17:23:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08103", "timestamp": "2023-10-03T20:44:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08104", "timestamp": "2024-05-03T18:57:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3994489091) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08105", "timestamp": "2023-09-24T01:50:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08106", "timestamp": "2024-08-30T09:20:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08107", "timestamp": "2024-03-11T20:06:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08108", "timestamp": "2022-09-18T18:40:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08109", "timestamp": "2022-05-27T15:32:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08110", "timestamp": "2024-05-10T19:40:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08111", "timestamp": "2025-04-17T11:57:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08112", "timestamp": "2022-10-11T23:10:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08113", "timestamp": "2023-01-20T16:20:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08114", "timestamp": "2025-03-02T03:58:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08115", "timestamp": "2022-11-19T14:09:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08116", "timestamp": "2022-06-28T19:33:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08117", "timestamp": "2023-08-15T00:13:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08118", "timestamp": "2023-03-02T10:11:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08119", "timestamp": "2023-04-06T01:50:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08120", "timestamp": "2025-06-08T04:39:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08121", "timestamp": "2025-08-03T05:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08122", "timestamp": "2024-05-04T06:08:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08123", "timestamp": "2023-09-20T03:20:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08124", "timestamp": "2024-05-10T20:46:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08125", "timestamp": "2025-07-30T22:37:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08126", "timestamp": "2025-05-13T08:22:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08127", "timestamp": "2025-09-29T09:02:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08128", "timestamp": "2024-10-21T07:20:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08129", "timestamp": "2022-01-07T14:08:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08130", "timestamp": "2022-08-02T11:50:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08131", "timestamp": "2022-07-27T13:22:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08132", "timestamp": "2022-05-01T21:41:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08133", "timestamp": "2025-08-14T21:55:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08134", "timestamp": "2023-07-14T13:36:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08135", "timestamp": "2022-01-28T00:34:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08136", "timestamp": "2023-07-05T10:27:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08137", "timestamp": "2023-06-16T00:50:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08138", "timestamp": "2023-03-28T11:58:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08139", "timestamp": "2025-04-19T17:20:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1282032384) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08140", "timestamp": "2024-11-16T10:08:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08141", "timestamp": "2022-02-14T13:22:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08142", "timestamp": "2023-06-25T16:50:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08143", "timestamp": "2022-02-02T14:48:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08144", "timestamp": "2025-07-07T19:40:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08145", "timestamp": "2024-01-27T08:07:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08146", "timestamp": "2023-01-26T18:25:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08147", "timestamp": "2023-05-26T03:08:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08148", "timestamp": "2022-08-06T17:56:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08149", "timestamp": "2023-06-23T13:54:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08150", "timestamp": "2023-11-01T09:12:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08151", "timestamp": "2024-05-20T13:52:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08152", "timestamp": "2022-09-02T10:13:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08153", "timestamp": "2025-06-12T02:31:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9539189930) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08154", "timestamp": "2023-11-10T16:31:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX4281630794", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08155", "timestamp": "2024-04-23T17:56:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08156", "timestamp": "2025-12-17T11:56:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08157", "timestamp": "2024-02-16T05:57:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7940069694). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08158", "timestamp": "2023-07-22T02:40:00", "year": 2023, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0079749557) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08159", "timestamp": "2024-06-04T15:33:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08160", "timestamp": "2024-12-31T18:16:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08161", "timestamp": "2023-04-25T13:12:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08162", "timestamp": "2025-01-11T12:53:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08163", "timestamp": "2024-10-31T20:19:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08164", "timestamp": "2024-02-02T15:10:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08165", "timestamp": "2023-11-05T16:18:00", "year": 2023, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0804854004) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08166", "timestamp": "2025-03-15T15:34:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08167", "timestamp": "2024-02-02T07:17:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08168", "timestamp": "2023-09-14T10:19:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08169", "timestamp": "2023-11-22T03:39:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08170", "timestamp": "2023-02-12T10:27:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08171", "timestamp": "2022-11-10T04:36:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08172", "timestamp": "2022-04-05T14:19:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08173", "timestamp": "2023-09-24T14:05:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08174", "timestamp": "2024-10-22T21:18:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08175", "timestamp": "2025-04-06T19:38:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08176", "timestamp": "2024-05-23T03:54:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08177", "timestamp": "2022-12-11T04:05:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08178", "timestamp": "2024-12-16T21:31:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08179", "timestamp": "2022-08-01T22:58:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08180", "timestamp": "2023-09-06T22:12:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08181", "timestamp": "2024-05-31T22:32:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08182", "timestamp": "2024-12-05T22:19:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08183", "timestamp": "2024-08-16T08:48:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08184", "timestamp": "2025-12-30T15:34:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08185", "timestamp": "2022-03-02T16:46:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08186", "timestamp": "2024-06-26T02:35:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08187", "timestamp": "2023-08-09T04:25:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08188", "timestamp": "2022-12-17T15:31:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08189", "timestamp": "2023-08-24T22:57:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08190", "timestamp": "2023-02-22T13:13:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08191", "timestamp": "2024-05-28T21:33:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08192", "timestamp": "2023-09-07T09:21:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08193", "timestamp": "2023-11-17T02:54:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08194", "timestamp": "2023-01-06T05:00:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08195", "timestamp": "2022-11-30T15:47:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08196", "timestamp": "2023-07-03T18:01:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08197", "timestamp": "2023-02-15T10:15:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08198", "timestamp": "2023-07-28T23:40:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08199", "timestamp": "2023-01-10T05:57:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08200", "timestamp": "2025-11-30T22:58:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08201", "timestamp": "2022-07-09T12:49:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0619323703) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08202", "timestamp": "2023-01-28T21:36:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08203", "timestamp": "2025-08-10T04:54:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08204", "timestamp": "2022-02-02T19:01:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08205", "timestamp": "2024-04-22T10:13:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08206", "timestamp": "2025-01-18T03:42:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08207", "timestamp": "2023-01-10T23:03:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08208", "timestamp": "2024-04-13T12:25:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08209", "timestamp": "2023-04-26T20:00:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1212281882) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08210", "timestamp": "2024-08-19T22:25:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08211", "timestamp": "2023-10-19T08:53:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08212", "timestamp": "2024-06-12T14:58:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08213", "timestamp": "2025-08-19T01:42:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08214", "timestamp": "2025-07-25T07:19:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08215", "timestamp": "2023-09-05T20:57:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5069635344", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5069635344) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08216", "timestamp": "2024-04-06T13:30:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08217", "timestamp": "2024-10-30T04:30:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08218", "timestamp": "2025-07-14T13:30:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08219", "timestamp": "2022-08-31T16:04:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08220", "timestamp": "2024-02-26T20:54:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08221", "timestamp": "2023-10-16T19:29:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08222", "timestamp": "2024-02-27T01:43:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08223", "timestamp": "2023-04-19T23:10:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08224", "timestamp": "2022-03-18T22:09:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08225", "timestamp": "2022-08-05T18:25:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08226", "timestamp": "2024-11-05T18:39:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08227", "timestamp": "2024-06-13T06:34:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08228", "timestamp": "2025-03-25T16:18:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08229", "timestamp": "2024-04-16T11:51:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08230", "timestamp": "2023-09-16T19:48:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08231", "timestamp": "2023-07-21T12:32:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5391784764). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08232", "timestamp": "2022-08-26T17:44:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08233", "timestamp": "2023-10-23T08:43:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08234", "timestamp": "2025-07-05T17:02:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08235", "timestamp": "2025-01-19T08:58:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08236", "timestamp": "2023-08-29T21:14:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08237", "timestamp": "2024-08-06T09:19:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08238", "timestamp": "2024-09-24T17:02:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX0970835083", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08239", "timestamp": "2024-10-29T13:51:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3880915871). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08240", "timestamp": "2022-02-07T16:22:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08241", "timestamp": "2025-08-03T18:19:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08242", "timestamp": "2024-05-27T11:15:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08243", "timestamp": "2024-08-29T03:22:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08244", "timestamp": "2024-07-04T03:13:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1317312137) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08245", "timestamp": "2025-09-09T07:51:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08246", "timestamp": "2025-11-11T23:15:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08247", "timestamp": "2023-10-22T08:26:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08248", "timestamp": "2022-08-01T18:57:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08249", "timestamp": "2024-10-30T01:39:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08250", "timestamp": "2025-09-09T12:33:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08251", "timestamp": "2024-01-24T11:04:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08252", "timestamp": "2024-11-02T04:18:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08253", "timestamp": "2025-09-13T19:47:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5627548884) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08254", "timestamp": "2023-01-04T07:40:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08255", "timestamp": "2025-12-25T22:47:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08256", "timestamp": "2025-09-05T21:34:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4383468233) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08257", "timestamp": "2024-01-22T16:22:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08258", "timestamp": "2024-03-26T10:40:00", "year": 2024, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX0938487391) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08259", "timestamp": "2024-09-07T02:38:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08260", "timestamp": "2023-05-28T13:10:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08261", "timestamp": "2025-01-10T21:42:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08262", "timestamp": "2022-02-21T10:40:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08263", "timestamp": "2023-08-15T14:49:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08264", "timestamp": "2023-04-25T17:38:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08265", "timestamp": "2024-12-27T00:42:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08266", "timestamp": "2022-04-07T18:16:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08267", "timestamp": "2023-10-24T00:22:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08268", "timestamp": "2024-05-17T18:45:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08269", "timestamp": "2023-07-14T19:12:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08270", "timestamp": "2024-10-19T14:02:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9234644652) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08271", "timestamp": "2023-03-30T19:41:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7375840470) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08272", "timestamp": "2025-06-25T23:20:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08273", "timestamp": "2023-03-27T07:06:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08274", "timestamp": "2025-10-18T04:55:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08275", "timestamp": "2022-02-27T17:45:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0484910388", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0484910388) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08276", "timestamp": "2024-01-18T04:10:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08277", "timestamp": "2022-03-17T23:36:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08278", "timestamp": "2023-04-24T14:32:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08279", "timestamp": "2024-08-20T11:53:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08280", "timestamp": "2022-05-26T15:32:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08281", "timestamp": "2025-06-21T13:49:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08282", "timestamp": "2022-08-10T07:52:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08283", "timestamp": "2022-06-14T07:42:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08284", "timestamp": "2025-05-25T02:22:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08285", "timestamp": "2024-12-19T19:08:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08286", "timestamp": "2024-07-29T01:50:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08287", "timestamp": "2025-05-29T18:58:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08288", "timestamp": "2025-06-12T15:07:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08289", "timestamp": "2022-12-12T23:39:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08290", "timestamp": "2025-09-13T18:53:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08291", "timestamp": "2022-04-08T20:05:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08292", "timestamp": "2025-04-01T18:49:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08293", "timestamp": "2022-08-26T12:46:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08294", "timestamp": "2025-12-26T20:35:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08295", "timestamp": "2024-10-27T15:01:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08296", "timestamp": "2025-01-09T18:34:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7572254344). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08297", "timestamp": "2024-08-25T03:13:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08298", "timestamp": "2023-09-05T12:12:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08299", "timestamp": "2025-03-02T10:57:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08300", "timestamp": "2024-02-22T01:43:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08301", "timestamp": "2022-12-16T08:33:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08302", "timestamp": "2024-09-20T10:08:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08303", "timestamp": "2025-05-08T17:14:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08304", "timestamp": "2022-11-02T15:03:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08305", "timestamp": "2024-12-12T04:29:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08306", "timestamp": "2024-03-24T18:16:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1665895309). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08307", "timestamp": "2022-06-25T03:59:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08308", "timestamp": "2022-06-26T21:45:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08309", "timestamp": "2025-12-27T01:25:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08310", "timestamp": "2024-04-21T11:19:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08311", "timestamp": "2022-08-13T18:44:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08312", "timestamp": "2024-11-26T23:02:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08313", "timestamp": "2023-01-27T18:04:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08314", "timestamp": "2023-03-18T20:58:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08315", "timestamp": "2025-02-27T12:06:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08316", "timestamp": "2022-04-18T09:27:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08317", "timestamp": "2025-03-17T01:49:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08318", "timestamp": "2025-06-19T19:22:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08319", "timestamp": "2024-09-17T04:54:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3980764168", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3980764168) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08320", "timestamp": "2022-01-15T16:01:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08321", "timestamp": "2024-12-28T10:49:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08322", "timestamp": "2025-07-27T19:35:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08323", "timestamp": "2024-11-13T02:12:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08324", "timestamp": "2024-02-04T02:03:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08325", "timestamp": "2024-06-29T16:44:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9303958366). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08326", "timestamp": "2023-07-13T18:39:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2075567158", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2075567158) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08327", "timestamp": "2023-01-09T04:28:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08328", "timestamp": "2022-05-30T06:57:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08329", "timestamp": "2024-04-29T09:25:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08330", "timestamp": "2022-10-12T07:45:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08331", "timestamp": "2023-05-17T04:35:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08332", "timestamp": "2023-07-05T13:06:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08333", "timestamp": "2025-07-19T02:02:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08334", "timestamp": "2025-12-09T16:18:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08335", "timestamp": "2023-12-12T14:35:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08336", "timestamp": "2025-09-28T14:29:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08337", "timestamp": "2025-02-21T03:47:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08338", "timestamp": "2025-11-24T18:17:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08339", "timestamp": "2025-10-16T14:19:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08340", "timestamp": "2025-09-04T04:56:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08341", "timestamp": "2022-05-20T07:11:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08342", "timestamp": "2024-12-20T09:10:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_08343", "timestamp": "2025-07-23T04:19:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08344", "timestamp": "2023-01-04T15:54:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08345", "timestamp": "2022-09-14T23:51:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX1272097356", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1272097356). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08346", "timestamp": "2023-07-28T18:46:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08347", "timestamp": "2024-09-09T21:14:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6835561638) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08348", "timestamp": "2023-10-04T09:05:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08349", "timestamp": "2023-01-14T23:37:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08350", "timestamp": "2025-11-26T08:00:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08351", "timestamp": "2023-02-12T03:05:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08352", "timestamp": "2022-06-10T00:14:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08353", "timestamp": "2022-08-12T09:36:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08354", "timestamp": "2023-12-01T13:12:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08355", "timestamp": "2023-04-04T07:04:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08356", "timestamp": "2023-11-05T14:52:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08357", "timestamp": "2022-06-12T20:37:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08358", "timestamp": "2025-09-07T10:41:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08359", "timestamp": "2025-02-23T05:57:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08360", "timestamp": "2024-01-20T17:45:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08361", "timestamp": "2023-12-07T15:11:00", "year": 2023, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX6962775459", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08362", "timestamp": "2024-02-03T02:11:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08363", "timestamp": "2024-04-01T11:37:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08364", "timestamp": "2024-08-14T05:27:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08365", "timestamp": "2023-08-18T15:46:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08366", "timestamp": "2024-02-26T12:39:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08367", "timestamp": "2022-08-28T21:23:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08368", "timestamp": "2023-08-20T09:50:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08369", "timestamp": "2023-05-11T02:32:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08370", "timestamp": "2025-02-07T21:33:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08371", "timestamp": "2023-06-29T10:03:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08372", "timestamp": "2023-03-21T08:48:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08373", "timestamp": "2024-08-17T12:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08374", "timestamp": "2025-04-26T15:19:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08375", "timestamp": "2023-10-26T06:39:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08376", "timestamp": "2025-02-14T09:04:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08377", "timestamp": "2025-02-27T11:27:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX5663882094", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5663882094). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08378", "timestamp": "2023-08-03T21:45:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08379", "timestamp": "2023-10-15T20:25:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08380", "timestamp": "2022-10-05T20:48:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08381", "timestamp": "2023-03-16T19:30:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08382", "timestamp": "2023-07-25T12:16:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08383", "timestamp": "2023-01-30T11:18:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08384", "timestamp": "2025-12-08T06:22:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08385", "timestamp": "2023-04-11T03:44:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08386", "timestamp": "2024-12-11T23:05:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08387", "timestamp": "2023-05-18T17:12:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08388", "timestamp": "2025-08-05T07:05:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08389", "timestamp": "2023-07-09T07:50:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08390", "timestamp": "2022-05-21T16:52:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08391", "timestamp": "2024-05-17T20:30:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08392", "timestamp": "2025-06-05T21:31:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08393", "timestamp": "2023-04-27T13:21:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08394", "timestamp": "2024-02-05T02:07:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08395", "timestamp": "2023-09-17T17:46:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08396", "timestamp": "2024-07-23T03:53:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08397", "timestamp": "2022-10-09T05:45:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08398", "timestamp": "2024-06-29T18:02:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08399", "timestamp": "2025-05-27T16:26:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08400", "timestamp": "2024-11-17T02:45:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08401", "timestamp": "2025-09-07T14:25:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08402", "timestamp": "2023-05-23T20:21:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08403", "timestamp": "2023-03-14T02:21:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08404", "timestamp": "2025-05-08T12:24:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08405", "timestamp": "2025-03-03T09:17:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08406", "timestamp": "2025-05-29T01:15:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08407", "timestamp": "2023-01-23T14:56:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08408", "timestamp": "2025-08-02T02:27:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08409", "timestamp": "2023-04-01T04:36:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08410", "timestamp": "2025-01-23T20:30:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08411", "timestamp": "2023-12-05T11:38:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08412", "timestamp": "2023-06-17T00:50:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08413", "timestamp": "2023-04-24T11:55:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7727639221) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08414", "timestamp": "2022-02-11T13:43:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08415", "timestamp": "2022-09-26T07:19:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08416", "timestamp": "2022-02-05T12:02:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08417", "timestamp": "2025-11-24T18:46:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08418", "timestamp": "2023-04-14T07:07:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08419", "timestamp": "2025-10-02T15:45:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1179981975) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08420", "timestamp": "2023-04-12T09:19:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08421", "timestamp": "2025-12-05T04:14:00", "year": 2025, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2595404390) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08422", "timestamp": "2023-06-12T06:28:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08423", "timestamp": "2022-06-10T15:52:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08424", "timestamp": "2024-10-16T20:19:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_08425", "timestamp": "2024-09-25T13:09:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08426", "timestamp": "2024-04-04T23:20:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08427", "timestamp": "2022-02-19T13:59:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08428", "timestamp": "2023-06-27T18:26:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08429", "timestamp": "2023-04-11T12:49:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08430", "timestamp": "2024-05-09T16:29:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4732498881) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08431", "timestamp": "2024-01-02T03:25:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08432", "timestamp": "2025-05-27T06:15:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08433", "timestamp": "2022-12-17T18:57:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08434", "timestamp": "2023-04-09T12:37:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4886076003", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4886076003) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08435", "timestamp": "2022-12-01T02:07:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1476729696", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1476729696) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08436", "timestamp": "2023-09-13T07:56:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08437", "timestamp": "2024-09-13T01:45:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08438", "timestamp": "2024-02-06T09:53:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08439", "timestamp": "2023-09-24T05:54:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08440", "timestamp": "2025-10-14T14:35:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08441", "timestamp": "2022-11-06T10:51:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08442", "timestamp": "2023-02-15T02:44:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08443", "timestamp": "2024-06-12T20:44:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1588000633). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08444", "timestamp": "2023-05-14T17:39:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08445", "timestamp": "2025-06-21T21:33:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08446", "timestamp": "2025-02-17T14:47:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08447", "timestamp": "2023-11-06T03:11:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08448", "timestamp": "2025-10-12T17:14:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08449", "timestamp": "2023-12-11T01:48:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08450", "timestamp": "2025-08-30T21:53:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08451", "timestamp": "2022-02-10T21:34:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08452", "timestamp": "2024-03-19T05:23:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08453", "timestamp": "2022-03-20T07:38:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08454", "timestamp": "2025-05-05T15:06:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08455", "timestamp": "2025-01-15T03:05:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08456", "timestamp": "2022-05-16T15:09:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08457", "timestamp": "2024-10-12T14:26:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08458", "timestamp": "2024-03-24T19:38:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08459", "timestamp": "2024-07-28T01:36:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6261042181) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08460", "timestamp": "2022-06-27T08:33:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08461", "timestamp": "2023-08-17T21:26:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08462", "timestamp": "2022-05-05T00:47:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08463", "timestamp": "2022-11-17T15:19:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08464", "timestamp": "2022-06-16T12:35:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08465", "timestamp": "2025-03-02T21:12:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08466", "timestamp": "2025-03-24T00:21:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08467", "timestamp": "2023-09-13T15:37:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08468", "timestamp": "2023-07-02T07:41:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08469", "timestamp": "2024-12-16T10:07:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08470", "timestamp": "2023-01-26T11:46:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2200993660) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08471", "timestamp": "2022-08-22T09:45:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08472", "timestamp": "2024-12-21T03:51:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5902580252) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08473", "timestamp": "2022-03-20T08:19:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08474", "timestamp": "2024-10-31T16:23:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08475", "timestamp": "2024-07-16T21:52:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08476", "timestamp": "2024-07-08T04:59:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3640862224", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3640862224) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08477", "timestamp": "2022-11-16T09:47:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08478", "timestamp": "2022-04-08T18:02:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08479", "timestamp": "2025-01-13T01:09:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08480", "timestamp": "2024-03-22T16:03:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08481", "timestamp": "2025-06-06T23:02:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08482", "timestamp": "2024-08-23T18:40:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08483", "timestamp": "2022-02-13T01:57:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08484", "timestamp": "2025-11-01T14:01:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08485", "timestamp": "2024-01-05T04:00:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08486", "timestamp": "2023-11-29T10:50:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08487", "timestamp": "2023-05-17T05:22:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08488", "timestamp": "2022-07-27T06:01:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08489", "timestamp": "2025-11-25T10:28:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08490", "timestamp": "2023-01-15T04:51:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08491", "timestamp": "2023-01-31T05:48:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08492", "timestamp": "2023-02-05T12:33:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08493", "timestamp": "2024-09-18T00:15:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08494", "timestamp": "2024-02-28T17:42:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08495", "timestamp": "2022-07-12T02:30:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08496", "timestamp": "2023-06-19T09:28:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9541670857) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08497", "timestamp": "2025-03-24T14:50:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08498", "timestamp": "2024-09-26T03:15:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08499", "timestamp": "2022-05-22T17:38:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08500", "timestamp": "2025-07-01T22:21:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08501", "timestamp": "2025-02-11T01:33:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08502", "timestamp": "2023-11-21T03:51:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08503", "timestamp": "2022-06-02T06:38:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08504", "timestamp": "2022-09-23T03:56:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08505", "timestamp": "2023-02-05T02:34:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08506", "timestamp": "2023-06-08T19:16:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08507", "timestamp": "2023-03-31T07:20:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08508", "timestamp": "2025-02-12T00:22:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08509", "timestamp": "2024-03-22T18:08:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX1509781383", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1509781383). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08510", "timestamp": "2024-10-03T21:31:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08511", "timestamp": "2024-12-11T12:57:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08512", "timestamp": "2025-01-30T19:30:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08513", "timestamp": "2022-02-20T16:43:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9495048762) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08514", "timestamp": "2025-11-12T16:09:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08515", "timestamp": "2022-04-02T19:36:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08516", "timestamp": "2023-08-13T10:47:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08517", "timestamp": "2023-02-15T14:33:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08518", "timestamp": "2025-04-23T11:27:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08519", "timestamp": "2023-02-13T07:51:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08520", "timestamp": "2022-12-17T20:43:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08521", "timestamp": "2022-08-30T09:10:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4458351673", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4458351673) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08522", "timestamp": "2024-05-20T09:32:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08523", "timestamp": "2023-11-01T08:11:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08524", "timestamp": "2024-03-29T18:30:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08525", "timestamp": "2024-10-12T08:34:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08526", "timestamp": "2025-05-11T14:29:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08527", "timestamp": "2025-08-04T01:18:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08528", "timestamp": "2025-03-08T20:26:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08529", "timestamp": "2023-03-19T00:33:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9307757732) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08530", "timestamp": "2025-11-06T21:59:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08531", "timestamp": "2024-03-23T23:48:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9840112531", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9840112531) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08532", "timestamp": "2022-05-20T00:32:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1440284578", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1440284578) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08533", "timestamp": "2024-01-02T07:37:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08534", "timestamp": "2022-09-13T11:14:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08535", "timestamp": "2025-11-30T23:16:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX4937795669", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08536", "timestamp": "2025-10-02T12:55:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08537", "timestamp": "2023-07-18T00:26:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08538", "timestamp": "2024-08-28T05:40:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2209352023) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08539", "timestamp": "2024-01-06T18:45:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08540", "timestamp": "2025-08-13T07:49:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08541", "timestamp": "2025-03-31T03:20:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08542", "timestamp": "2023-08-16T15:04:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08543", "timestamp": "2023-10-09T00:29:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08544", "timestamp": "2022-11-01T05:23:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08545", "timestamp": "2024-04-22T10:08:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08546", "timestamp": "2024-12-12T06:45:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8001007323) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08547", "timestamp": "2023-12-16T04:06:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08548", "timestamp": "2025-07-07T11:31:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08549", "timestamp": "2024-11-29T03:09:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08550", "timestamp": "2023-11-23T03:07:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08551", "timestamp": "2022-09-20T23:00:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08552", "timestamp": "2025-07-26T01:06:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8634274096) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08553", "timestamp": "2023-03-30T20:01:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1374929100) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08554", "timestamp": "2023-12-16T21:01:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08555", "timestamp": "2024-02-17T12:32:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08556", "timestamp": "2023-12-08T22:32:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08557", "timestamp": "2025-06-05T22:35:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08558", "timestamp": "2024-06-07T10:44:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08559", "timestamp": "2023-04-04T10:08:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08560", "timestamp": "2023-08-06T08:30:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0802069687", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0802069687) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08561", "timestamp": "2023-06-23T14:12:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08562", "timestamp": "2025-06-29T12:16:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08563", "timestamp": "2025-11-18T12:33:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08564", "timestamp": "2023-03-29T08:48:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08565", "timestamp": "2024-12-15T20:11:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08566", "timestamp": "2022-03-18T18:34:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08567", "timestamp": "2023-01-13T14:48:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08568", "timestamp": "2025-03-22T19:26:00", "year": 2025, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX7752460056", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7752460056). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08569", "timestamp": "2024-09-19T19:22:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08570", "timestamp": "2024-05-23T22:39:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08571", "timestamp": "2022-03-04T03:26:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08572", "timestamp": "2023-10-01T23:09:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08573", "timestamp": "2024-10-21T23:04:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08574", "timestamp": "2022-10-25T01:28:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08575", "timestamp": "2023-07-16T22:56:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08576", "timestamp": "2024-11-03T06:25:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08577", "timestamp": "2025-05-29T14:34:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2016055711) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08578", "timestamp": "2023-08-05T21:31:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08579", "timestamp": "2025-04-28T13:16:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2825188895", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2825188895) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08580", "timestamp": "2022-04-26T21:43:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08581", "timestamp": "2024-10-17T18:20:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08582", "timestamp": "2024-12-17T22:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08583", "timestamp": "2022-01-16T09:43:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3461410298", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3461410298) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08584", "timestamp": "2024-11-04T08:04:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08585", "timestamp": "2025-11-15T01:35:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08586", "timestamp": "2024-10-13T13:22:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08587", "timestamp": "2024-04-28T02:04:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08588", "timestamp": "2024-01-03T16:23:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08589", "timestamp": "2024-11-03T10:16:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08590", "timestamp": "2025-01-18T01:47:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08591", "timestamp": "2024-07-16T05:47:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08592", "timestamp": "2024-01-02T20:33:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX1608523399", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08593", "timestamp": "2022-07-19T08:08:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08594", "timestamp": "2022-11-05T23:15:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08595", "timestamp": "2025-01-28T16:46:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08596", "timestamp": "2024-02-25T01:57:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08597", "timestamp": "2022-02-24T12:30:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08598", "timestamp": "2022-03-07T17:17:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08599", "timestamp": "2024-02-17T12:22:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08600", "timestamp": "2023-04-27T13:35:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08601", "timestamp": "2024-04-08T05:59:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08602", "timestamp": "2025-10-06T19:17:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08603", "timestamp": "2024-12-15T01:33:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08604", "timestamp": "2023-03-20T18:52:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08605", "timestamp": "2022-01-14T02:06:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08606", "timestamp": "2024-11-01T19:13:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08607", "timestamp": "2024-09-24T05:23:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08608", "timestamp": "2024-09-29T04:33:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_08609", "timestamp": "2024-09-07T02:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08610", "timestamp": "2024-11-02T23:21:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08611", "timestamp": "2023-07-15T23:17:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08612", "timestamp": "2024-10-18T10:45:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08613", "timestamp": "2024-02-08T13:39:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08614", "timestamp": "2023-06-18T15:35:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08615", "timestamp": "2023-01-21T22:02:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08616", "timestamp": "2022-11-06T05:49:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08617", "timestamp": "2025-11-02T11:07:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08618", "timestamp": "2022-09-01T06:16:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08619", "timestamp": "2023-05-09T04:45:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08620", "timestamp": "2025-10-10T00:56:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08621", "timestamp": "2023-04-05T08:39:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08622", "timestamp": "2022-12-27T21:41:00", "year": 2022, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6167036874", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6167036874). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08623", "timestamp": "2024-04-11T00:34:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08624", "timestamp": "2025-07-19T17:41:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9405459695", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9405459695) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08625", "timestamp": "2024-09-19T00:52:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08626", "timestamp": "2024-07-10T10:48:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08627", "timestamp": "2023-01-30T16:39:00", "year": 2023, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX5509738020", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5509738020). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08628", "timestamp": "2022-05-11T17:15:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08629", "timestamp": "2022-11-11T08:33:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08630", "timestamp": "2023-04-21T05:01:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08631", "timestamp": "2025-05-03T19:45:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08632", "timestamp": "2024-11-01T11:18:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_08633", "timestamp": "2023-10-31T07:16:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08634", "timestamp": "2023-09-13T19:55:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08635", "timestamp": "2025-06-24T02:32:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08636", "timestamp": "2023-02-19T20:14:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08637", "timestamp": "2024-05-01T08:42:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08638", "timestamp": "2022-06-14T05:38:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08639", "timestamp": "2025-10-31T06:52:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08640", "timestamp": "2023-12-12T22:38:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08641", "timestamp": "2023-11-18T14:34:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08642", "timestamp": "2024-09-17T18:14:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08643", "timestamp": "2022-07-28T09:29:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08644", "timestamp": "2022-03-09T05:02:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08645", "timestamp": "2022-01-01T22:19:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08646", "timestamp": "2024-06-03T10:34:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08647", "timestamp": "2024-09-27T00:12:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08648", "timestamp": "2024-09-17T10:03:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08649", "timestamp": "2022-07-03T04:00:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08650", "timestamp": "2022-03-16T16:45:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08651", "timestamp": "2024-06-05T20:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3415139765). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08652", "timestamp": "2023-12-16T02:12:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08653", "timestamp": "2023-01-01T14:37:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08654", "timestamp": "2024-05-26T14:53:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08655", "timestamp": "2023-12-23T17:37:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08656", "timestamp": "2023-08-26T08:34:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5203104112) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08657", "timestamp": "2023-04-03T15:29:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08658", "timestamp": "2022-12-15T09:04:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4393252205) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08659", "timestamp": "2025-03-24T03:16:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2503355542) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08660", "timestamp": "2022-03-10T05:25:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08661", "timestamp": "2022-07-23T14:51:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2086655562", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2086655562) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08662", "timestamp": "2024-02-16T22:06:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08663", "timestamp": "2025-10-10T19:45:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX8175944830", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08664", "timestamp": "2025-08-03T11:59:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08665", "timestamp": "2022-06-07T17:51:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08666", "timestamp": "2022-02-04T04:21:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08667", "timestamp": "2025-08-25T21:34:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08668", "timestamp": "2023-12-25T05:35:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08669", "timestamp": "2025-10-24T23:17:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08670", "timestamp": "2023-06-15T23:33:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08671", "timestamp": "2023-01-26T23:07:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08672", "timestamp": "2022-02-07T15:00:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08673", "timestamp": "2024-04-28T20:22:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08674", "timestamp": "2022-01-31T04:27:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08675", "timestamp": "2024-10-10T17:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08676", "timestamp": "2025-07-12T14:28:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3933559731). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08677", "timestamp": "2025-05-19T05:28:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08678", "timestamp": "2022-08-09T14:03:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08679", "timestamp": "2022-10-04T08:02:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08680", "timestamp": "2025-03-10T21:47:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08681", "timestamp": "2022-04-12T06:48:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08682", "timestamp": "2023-04-02T08:31:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX6366398094", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6366398094). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08683", "timestamp": "2023-06-14T23:46:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08684", "timestamp": "2023-09-13T19:24:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9581939290", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9581939290) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08685", "timestamp": "2023-06-01T08:29:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08686", "timestamp": "2024-02-18T08:00:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08687", "timestamp": "2025-07-07T05:03:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08688", "timestamp": "2024-03-19T09:54:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08689", "timestamp": "2023-01-03T20:39:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX6877994492", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6877994492). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08690", "timestamp": "2022-03-13T14:29:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08691", "timestamp": "2025-01-07T14:56:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08692", "timestamp": "2022-03-23T13:05:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08693", "timestamp": "2025-06-19T13:24:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08694", "timestamp": "2025-05-03T03:45:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5650463619", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5650463619) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08695", "timestamp": "2025-11-13T04:37:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4843450344) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08696", "timestamp": "2025-06-30T23:24:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08697", "timestamp": "2024-02-07T13:57:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08698", "timestamp": "2025-09-05T19:58:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08699", "timestamp": "2023-09-24T22:08:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08700", "timestamp": "2024-07-11T08:23:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08701", "timestamp": "2025-12-25T14:44:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08702", "timestamp": "2023-05-30T10:48:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3713362999) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08703", "timestamp": "2024-03-03T18:02:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08704", "timestamp": "2024-12-29T22:08:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08705", "timestamp": "2024-05-02T11:28:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6713590819) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08706", "timestamp": "2023-03-14T22:39:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08707", "timestamp": "2022-05-15T18:12:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08708", "timestamp": "2022-04-02T11:31:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08709", "timestamp": "2025-04-18T09:57:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08710", "timestamp": "2025-01-14T20:57:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08711", "timestamp": "2023-10-09T18:03:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08712", "timestamp": "2022-11-14T22:46:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08713", "timestamp": "2022-07-07T11:33:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08714", "timestamp": "2023-01-29T02:30:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_08715", "timestamp": "2023-02-17T00:20:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08716", "timestamp": "2024-06-04T03:44:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08717", "timestamp": "2024-03-23T20:41:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08718", "timestamp": "2022-12-25T09:53:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08719", "timestamp": "2022-06-01T09:26:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08720", "timestamp": "2024-11-25T15:49:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08721", "timestamp": "2024-10-10T16:36:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08722", "timestamp": "2023-01-20T01:01:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08723", "timestamp": "2024-04-09T20:36:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08724", "timestamp": "2023-09-03T03:37:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08725", "timestamp": "2022-05-01T04:40:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08726", "timestamp": "2023-11-19T03:59:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08727", "timestamp": "2024-08-04T22:29:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08728", "timestamp": "2024-03-31T12:37:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08729", "timestamp": "2024-03-24T09:53:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08730", "timestamp": "2024-03-09T20:03:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08731", "timestamp": "2025-10-27T19:50:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08732", "timestamp": "2022-09-04T22:34:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08733", "timestamp": "2022-10-23T15:10:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08734", "timestamp": "2025-03-28T20:59:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08735", "timestamp": "2023-03-15T19:46:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08736", "timestamp": "2025-12-05T19:19:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08737", "timestamp": "2025-01-05T16:51:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08738", "timestamp": "2023-04-29T00:16:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08739", "timestamp": "2025-10-20T02:28:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08740", "timestamp": "2025-11-02T04:08:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08741", "timestamp": "2023-04-16T12:33:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08742", "timestamp": "2022-03-01T09:14:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08743", "timestamp": "2023-09-14T01:54:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08744", "timestamp": "2025-08-08T18:34:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08745", "timestamp": "2023-03-20T16:55:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08746", "timestamp": "2023-04-05T05:06:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08747", "timestamp": "2024-08-28T12:33:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08748", "timestamp": "2025-01-16T19:28:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08749", "timestamp": "2025-02-21T07:46:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX4652768370", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08750", "timestamp": "2024-12-19T07:06:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08751", "timestamp": "2023-12-08T13:41:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08752", "timestamp": "2022-12-01T05:22:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08753", "timestamp": "2025-08-18T16:19:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08754", "timestamp": "2025-11-11T15:43:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_08755", "timestamp": "2025-09-08T21:58:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08756", "timestamp": "2023-02-06T19:19:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08757", "timestamp": "2023-02-20T00:18:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5139585763) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08758", "timestamp": "2023-03-05T19:05:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08759", "timestamp": "2022-11-17T22:41:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08760", "timestamp": "2024-12-20T06:28:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08761", "timestamp": "2022-11-27T21:44:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08762", "timestamp": "2025-02-04T05:52:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08763", "timestamp": "2022-01-01T13:47:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1852886708) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08764", "timestamp": "2023-01-20T10:11:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08765", "timestamp": "2022-11-12T17:38:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08766", "timestamp": "2022-06-17T12:58:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08767", "timestamp": "2024-09-07T18:36:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08768", "timestamp": "2024-02-29T04:13:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08769", "timestamp": "2023-10-15T09:10:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08770", "timestamp": "2025-08-07T15:04:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08771", "timestamp": "2024-05-14T15:39:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08772", "timestamp": "2022-12-05T09:23:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08773", "timestamp": "2024-02-09T21:12:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08774", "timestamp": "2023-11-29T19:22:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08775", "timestamp": "2022-04-23T07:09:00", "year": 2022, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2804781512) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08776", "timestamp": "2022-03-10T09:44:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9550751733) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08777", "timestamp": "2025-05-15T04:44:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08778", "timestamp": "2022-12-28T22:29:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08779", "timestamp": "2022-03-16T01:44:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08780", "timestamp": "2025-02-02T20:31:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08781", "timestamp": "2022-12-07T12:18:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08782", "timestamp": "2024-01-24T18:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08783", "timestamp": "2024-04-12T22:03:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08784", "timestamp": "2022-11-22T01:44:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08785", "timestamp": "2023-09-02T01:21:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08786", "timestamp": "2023-11-23T04:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08787", "timestamp": "2024-11-30T06:51:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08788", "timestamp": "2022-07-02T00:08:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX3572436868) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08789", "timestamp": "2022-02-07T14:49:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08790", "timestamp": "2024-09-17T00:26:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08791", "timestamp": "2022-12-24T16:26:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_08792", "timestamp": "2023-10-07T12:46:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08793", "timestamp": "2022-06-03T05:45:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08794", "timestamp": "2023-05-15T13:30:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08795", "timestamp": "2025-03-25T03:04:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08796", "timestamp": "2025-05-03T02:31:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08797", "timestamp": "2023-12-12T08:36:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08798", "timestamp": "2023-10-09T21:36:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08799", "timestamp": "2025-05-28T21:14:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08800", "timestamp": "2025-01-07T05:23:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08801", "timestamp": "2022-04-19T14:24:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08802", "timestamp": "2025-03-28T07:37:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08803", "timestamp": "2024-06-02T16:36:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08804", "timestamp": "2022-10-23T07:19:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08805", "timestamp": "2023-09-17T18:50:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08806", "timestamp": "2025-08-19T14:10:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08807", "timestamp": "2024-10-07T23:38:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08808", "timestamp": "2022-03-16T21:23:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08809", "timestamp": "2024-09-25T16:24:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08810", "timestamp": "2024-05-22T04:16:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08811", "timestamp": "2023-10-28T09:26:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08812", "timestamp": "2022-09-19T13:46:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08813", "timestamp": "2024-03-21T10:47:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08814", "timestamp": "2024-05-11T00:52:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08815", "timestamp": "2023-12-05T05:20:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08816", "timestamp": "2025-10-24T14:05:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7244970113) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08817", "timestamp": "2024-09-02T07:31:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08818", "timestamp": "2024-05-09T20:48:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8626135027) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08819", "timestamp": "2022-01-31T03:57:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08820", "timestamp": "2025-11-07T23:08:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08821", "timestamp": "2022-07-02T15:43:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08822", "timestamp": "2022-01-05T22:45:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08823", "timestamp": "2023-01-03T19:59:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08824", "timestamp": "2022-01-18T20:17:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08825", "timestamp": "2024-06-28T22:02:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08826", "timestamp": "2022-01-17T22:00:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08827", "timestamp": "2024-12-23T16:07:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08828", "timestamp": "2022-03-26T01:47:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08829", "timestamp": "2022-05-31T14:47:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08830", "timestamp": "2025-12-19T05:02:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08831", "timestamp": "2022-04-07T02:40:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08832", "timestamp": "2023-08-06T10:57:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08833", "timestamp": "2025-09-17T10:08:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08834", "timestamp": "2022-04-26T06:35:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08835", "timestamp": "2022-04-27T00:13:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08836", "timestamp": "2023-07-15T18:15:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08837", "timestamp": "2024-09-13T17:48:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08838", "timestamp": "2025-04-06T22:13:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08839", "timestamp": "2023-08-23T11:54:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08840", "timestamp": "2025-05-02T18:50:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08841", "timestamp": "2022-09-30T07:27:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08842", "timestamp": "2023-03-12T03:05:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08843", "timestamp": "2023-03-28T12:52:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08844", "timestamp": "2024-05-06T13:50:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08845", "timestamp": "2023-05-10T17:26:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08846", "timestamp": "2022-10-06T23:28:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08847", "timestamp": "2022-09-21T21:28:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08848", "timestamp": "2022-06-17T12:54:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08849", "timestamp": "2025-02-16T19:57:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08850", "timestamp": "2024-07-18T21:26:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5546392059) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08851", "timestamp": "2023-03-04T09:34:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08852", "timestamp": "2022-07-25T15:20:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08853", "timestamp": "2023-10-24T06:06:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08854", "timestamp": "2025-05-07T00:38:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08855", "timestamp": "2025-04-07T11:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08856", "timestamp": "2024-02-16T23:56:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08857", "timestamp": "2023-11-15T09:26:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08858", "timestamp": "2025-04-06T22:29:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08859", "timestamp": "2022-07-25T17:11:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08860", "timestamp": "2024-10-01T15:36:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08861", "timestamp": "2023-12-18T22:23:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08862", "timestamp": "2022-12-30T14:20:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08863", "timestamp": "2023-04-08T16:54:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08864", "timestamp": "2024-04-19T13:10:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08865", "timestamp": "2022-10-10T00:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08866", "timestamp": "2022-05-20T08:39:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08867", "timestamp": "2022-07-13T23:05:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08868", "timestamp": "2024-04-18T16:04:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08869", "timestamp": "2022-09-29T00:27:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8477110384", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8477110384) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08870", "timestamp": "2024-10-21T16:46:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7155041999) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08871", "timestamp": "2024-08-23T10:01:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08872", "timestamp": "2025-06-30T15:01:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5335270525", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5335270525) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08873", "timestamp": "2024-03-03T07:57:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08874", "timestamp": "2023-04-25T06:33:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08875", "timestamp": "2024-07-21T17:39:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08876", "timestamp": "2025-04-29T14:16:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08877", "timestamp": "2023-08-04T13:38:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08878", "timestamp": "2025-10-08T21:44:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08879", "timestamp": "2023-11-13T03:11:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08880", "timestamp": "2022-10-17T23:25:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08881", "timestamp": "2022-10-11T05:22:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08882", "timestamp": "2023-06-30T00:58:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX7790437093", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08883", "timestamp": "2023-07-26T00:40:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08884", "timestamp": "2024-03-03T07:09:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0753391218) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08885", "timestamp": "2024-01-26T22:10:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08886", "timestamp": "2022-10-11T06:51:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08887", "timestamp": "2022-05-09T19:56:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08888", "timestamp": "2025-08-01T11:32:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08889", "timestamp": "2024-12-16T02:55:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08890", "timestamp": "2025-07-18T16:58:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08891", "timestamp": "2022-01-20T04:03:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3110129230). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08892", "timestamp": "2024-06-12T15:03:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08893", "timestamp": "2025-07-13T18:29:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08894", "timestamp": "2022-09-01T00:03:00", "year": 2022, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX1866808163", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08895", "timestamp": "2025-04-23T05:30:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08896", "timestamp": "2025-07-21T01:33:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08897", "timestamp": "2023-11-05T22:27:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08898", "timestamp": "2024-01-05T20:18:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_08899", "timestamp": "2022-09-26T01:49:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08900", "timestamp": "2022-09-11T06:20:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08901", "timestamp": "2023-09-24T18:54:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08902", "timestamp": "2022-08-04T06:16:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08903", "timestamp": "2024-12-26T13:35:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08904", "timestamp": "2024-05-14T11:22:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3198706139", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3198706139) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08905", "timestamp": "2023-03-29T01:07:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08906", "timestamp": "2023-07-23T09:05:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2865483911). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08907", "timestamp": "2023-08-23T21:45:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08908", "timestamp": "2022-06-09T06:43:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08909", "timestamp": "2022-09-26T03:50:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08910", "timestamp": "2022-03-24T04:54:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX4403804131", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4403804131). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08911", "timestamp": "2022-04-08T20:53:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08912", "timestamp": "2025-04-02T08:11:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08913", "timestamp": "2025-03-21T19:45:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08914", "timestamp": "2022-09-16T10:17:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08915", "timestamp": "2025-02-21T21:49:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08916", "timestamp": "2022-03-24T00:26:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08917", "timestamp": "2023-12-27T04:46:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08918", "timestamp": "2023-11-06T08:49:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08919", "timestamp": "2025-12-18T02:26:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08920", "timestamp": "2023-11-17T19:31:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08921", "timestamp": "2025-12-18T12:56:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08922", "timestamp": "2022-01-28T01:09:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08923", "timestamp": "2023-07-22T17:03:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08924", "timestamp": "2024-03-21T11:52:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08925", "timestamp": "2022-09-13T11:15:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08926", "timestamp": "2024-07-21T13:00:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3376505299", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3376505299) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08927", "timestamp": "2023-10-06T11:13:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08928", "timestamp": "2024-07-01T01:35:00", "year": 2024, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1099121171) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08929", "timestamp": "2022-08-29T21:29:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08930", "timestamp": "2025-04-14T08:41:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3368973611). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08931", "timestamp": "2023-05-08T09:34:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08932", "timestamp": "2023-06-28T16:56:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08933", "timestamp": "2024-07-10T04:44:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08934", "timestamp": "2023-09-02T03:50:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08935", "timestamp": "2022-09-11T03:02:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08936", "timestamp": "2022-01-17T12:43:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_08937", "timestamp": "2024-01-15T03:50:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08938", "timestamp": "2023-06-30T03:24:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08939", "timestamp": "2025-03-23T00:40:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08940", "timestamp": "2023-09-11T12:29:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_08941", "timestamp": "2025-01-12T14:35:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08942", "timestamp": "2023-10-26T13:36:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9070011686) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08943", "timestamp": "2024-12-06T22:26:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08944", "timestamp": "2022-10-27T01:19:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_08945", "timestamp": "2022-01-10T20:04:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_08946", "timestamp": "2022-12-07T12:12:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08947", "timestamp": "2023-10-18T17:12:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_08948", "timestamp": "2022-08-03T18:39:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08949", "timestamp": "2024-08-25T10:40:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX4931046138", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4931046138). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08950", "timestamp": "2025-01-04T02:31:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08951", "timestamp": "2023-12-09T03:57:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_08952", "timestamp": "2023-04-14T08:17:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08953", "timestamp": "2025-12-31T02:29:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08954", "timestamp": "2022-07-17T23:37:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08955", "timestamp": "2023-02-25T10:46:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08956", "timestamp": "2023-09-30T06:26:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08957", "timestamp": "2023-03-02T08:11:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08958", "timestamp": "2023-05-03T12:35:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08959", "timestamp": "2025-11-10T22:00:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_08960", "timestamp": "2024-10-29T02:59:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08961", "timestamp": "2024-03-20T09:06:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08962", "timestamp": "2025-01-19T07:52:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08963", "timestamp": "2023-12-16T16:47:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08964", "timestamp": "2025-03-16T08:56:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08965", "timestamp": "2024-08-16T06:04:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08966", "timestamp": "2023-10-25T11:46:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_08967", "timestamp": "2024-12-12T02:26:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08968", "timestamp": "2025-01-12T03:11:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_08969", "timestamp": "2025-05-09T12:49:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_08970", "timestamp": "2025-05-09T13:01:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08971", "timestamp": "2025-12-10T09:43:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_08972", "timestamp": "2025-07-06T13:14:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6569864300) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08973", "timestamp": "2023-09-14T10:57:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_08974", "timestamp": "2024-11-08T20:00:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08975", "timestamp": "2023-11-18T15:17:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_08976", "timestamp": "2025-01-10T00:19:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08977", "timestamp": "2023-11-27T12:16:00", "year": 2023, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1910435176) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_08978", "timestamp": "2025-08-26T12:05:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08979", "timestamp": "2025-10-11T10:19:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_08980", "timestamp": "2025-03-24T15:28:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_08981", "timestamp": "2022-08-17T16:27:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_08982", "timestamp": "2024-08-15T23:35:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_08983", "timestamp": "2022-10-08T10:09:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_08984", "timestamp": "2025-06-01T06:49:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_08985", "timestamp": "2024-01-21T11:38:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08986", "timestamp": "2024-12-22T03:01:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_08987", "timestamp": "2025-06-13T04:27:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4298937477). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08988", "timestamp": "2025-06-12T15:30:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_08989", "timestamp": "2025-12-06T11:00:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08990", "timestamp": "2024-10-25T13:16:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08991", "timestamp": "2023-04-25T02:16:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08992", "timestamp": "2025-03-13T14:36:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5659305071). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_08993", "timestamp": "2024-05-10T17:35:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08994", "timestamp": "2023-11-03T02:22:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_08995", "timestamp": "2024-03-15T18:13:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_08996", "timestamp": "2023-04-18T01:15:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08997", "timestamp": "2022-10-31T00:13:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_08998", "timestamp": "2023-08-31T16:30:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_08999", "timestamp": "2023-05-27T14:38:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1562204834) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09000", "timestamp": "2025-09-17T05:05:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09001", "timestamp": "2024-11-09T06:32:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09002", "timestamp": "2024-02-24T06:03:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09003", "timestamp": "2024-11-08T13:08:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09004", "timestamp": "2022-03-31T03:06:00", "year": 2022, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX7613795421", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09005", "timestamp": "2025-06-22T10:56:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09006", "timestamp": "2025-12-02T06:49:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09007", "timestamp": "2025-10-02T14:29:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09008", "timestamp": "2022-10-18T14:33:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09009", "timestamp": "2024-01-25T18:33:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09010", "timestamp": "2022-09-26T00:38:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09011", "timestamp": "2024-04-01T04:52:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09012", "timestamp": "2024-02-20T05:35:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09013", "timestamp": "2023-12-13T03:54:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09014", "timestamp": "2024-02-27T07:52:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6301694033) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09015", "timestamp": "2023-02-24T08:43:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09016", "timestamp": "2025-08-17T16:28:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09017", "timestamp": "2024-08-21T09:21:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09018", "timestamp": "2024-01-18T09:54:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09019", "timestamp": "2023-07-27T23:59:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09020", "timestamp": "2025-03-12T10:29:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09021", "timestamp": "2023-11-15T23:52:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09022", "timestamp": "2022-06-07T09:35:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09023", "timestamp": "2023-10-24T06:28:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09024", "timestamp": "2025-03-22T20:17:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09025", "timestamp": "2022-07-09T18:25:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09026", "timestamp": "2024-10-15T14:58:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09027", "timestamp": "2022-02-01T06:03:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09028", "timestamp": "2024-08-30T03:03:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09029", "timestamp": "2024-11-30T01:08:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09030", "timestamp": "2024-11-08T22:32:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09031", "timestamp": "2022-03-27T09:26:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09032", "timestamp": "2022-01-08T12:57:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09033", "timestamp": "2023-08-30T20:26:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09034", "timestamp": "2023-04-13T22:35:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09035", "timestamp": "2024-02-05T13:16:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09036", "timestamp": "2024-09-01T21:50:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09037", "timestamp": "2022-01-06T08:02:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09038", "timestamp": "2024-01-23T01:52:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09039", "timestamp": "2024-01-10T01:14:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09040", "timestamp": "2023-01-09T03:43:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09041", "timestamp": "2025-12-01T17:21:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09042", "timestamp": "2025-03-20T19:31:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09043", "timestamp": "2022-05-24T22:53:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9868300090). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09044", "timestamp": "2025-06-28T18:30:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09045", "timestamp": "2023-06-03T23:26:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09046", "timestamp": "2023-06-11T17:29:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09047", "timestamp": "2023-12-20T22:39:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09048", "timestamp": "2022-12-11T21:05:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09049", "timestamp": "2025-11-29T02:04:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09050", "timestamp": "2022-01-05T03:37:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4351383958", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4351383958) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09051", "timestamp": "2023-09-23T10:10:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09052", "timestamp": "2022-12-11T08:00:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09053", "timestamp": "2025-03-01T19:44:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09054", "timestamp": "2023-07-09T04:34:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09055", "timestamp": "2025-03-29T00:42:00", "year": 2025, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX0962154999", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0962154999). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09056", "timestamp": "2025-07-16T06:50:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09057", "timestamp": "2022-05-16T14:35:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09058", "timestamp": "2024-06-05T20:53:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09059", "timestamp": "2022-11-26T06:56:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09060", "timestamp": "2024-02-15T14:56:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09061", "timestamp": "2025-02-17T12:49:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09062", "timestamp": "2025-08-15T20:45:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09063", "timestamp": "2022-06-30T19:45:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09064", "timestamp": "2023-01-01T04:25:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09065", "timestamp": "2022-07-09T00:29:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09066", "timestamp": "2022-09-24T07:43:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09067", "timestamp": "2025-10-15T09:56:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09068", "timestamp": "2022-07-24T01:11:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09069", "timestamp": "2025-11-15T04:23:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5314919166) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09070", "timestamp": "2024-01-26T22:15:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09071", "timestamp": "2025-06-19T09:45:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09072", "timestamp": "2025-11-20T03:45:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09073", "timestamp": "2023-01-11T15:16:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09074", "timestamp": "2025-01-31T06:57:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09075", "timestamp": "2023-08-13T02:00:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9968998236) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09076", "timestamp": "2022-11-05T07:39:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09077", "timestamp": "2022-05-28T14:26:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09078", "timestamp": "2022-08-30T17:01:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09079", "timestamp": "2025-05-04T02:26:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09080", "timestamp": "2025-07-09T23:44:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09081", "timestamp": "2024-02-14T09:37:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2984738117). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09082", "timestamp": "2023-11-04T18:20:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09083", "timestamp": "2022-08-16T08:43:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09084", "timestamp": "2025-09-12T13:21:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09085", "timestamp": "2024-09-26T04:08:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09086", "timestamp": "2024-12-26T08:32:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09087", "timestamp": "2024-02-11T04:39:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09088", "timestamp": "2025-09-02T21:02:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_09089", "timestamp": "2024-10-22T14:32:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09090", "timestamp": "2024-04-20T12:45:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09091", "timestamp": "2022-02-02T01:37:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09092", "timestamp": "2024-05-29T06:31:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX4300869790", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09093", "timestamp": "2025-12-15T07:37:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09094", "timestamp": "2024-01-01T12:48:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09095", "timestamp": "2024-03-15T05:08:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09096", "timestamp": "2023-12-02T12:37:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09097", "timestamp": "2025-12-14T03:36:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4487240007) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09098", "timestamp": "2023-06-20T01:28:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09099", "timestamp": "2024-07-11T06:17:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09100", "timestamp": "2025-02-10T01:47:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09101", "timestamp": "2022-05-28T08:49:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09102", "timestamp": "2024-07-19T17:49:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09103", "timestamp": "2024-07-19T18:30:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09104", "timestamp": "2025-08-11T17:52:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09105", "timestamp": "2024-06-19T04:37:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0276298151) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09106", "timestamp": "2025-07-27T22:42:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09107", "timestamp": "2022-12-03T10:52:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09108", "timestamp": "2022-11-21T22:38:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09109", "timestamp": "2023-05-04T15:06:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09110", "timestamp": "2023-02-13T10:32:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09111", "timestamp": "2025-11-06T09:50:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09112", "timestamp": "2025-09-18T11:40:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09113", "timestamp": "2025-05-24T19:22:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09114", "timestamp": "2023-01-04T06:15:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09115", "timestamp": "2023-09-04T21:42:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09116", "timestamp": "2023-12-27T23:55:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09117", "timestamp": "2025-08-06T12:46:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09118", "timestamp": "2024-12-01T01:34:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09119", "timestamp": "2023-03-02T18:25:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09120", "timestamp": "2025-02-16T16:09:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6558336810). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09121", "timestamp": "2023-12-27T21:45:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09122", "timestamp": "2022-02-17T19:17:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09123", "timestamp": "2024-05-02T03:01:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09124", "timestamp": "2023-03-14T09:26:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09125", "timestamp": "2024-02-14T03:38:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09126", "timestamp": "2023-08-09T21:03:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09127", "timestamp": "2024-04-24T11:27:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09128", "timestamp": "2025-02-17T22:36:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09129", "timestamp": "2023-09-13T07:09:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09130", "timestamp": "2024-09-30T18:50:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09131", "timestamp": "2025-03-31T02:12:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09132", "timestamp": "2023-07-25T14:31:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09133", "timestamp": "2022-10-29T13:04:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09134", "timestamp": "2024-01-20T19:15:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09135", "timestamp": "2025-02-20T19:02:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09136", "timestamp": "2025-10-30T16:18:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09137", "timestamp": "2024-07-17T01:27:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3422489440). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09138", "timestamp": "2022-04-09T05:37:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09139", "timestamp": "2022-10-30T06:35:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09140", "timestamp": "2022-07-09T04:00:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09141", "timestamp": "2023-06-29T06:06:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09142", "timestamp": "2024-11-14T21:25:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09143", "timestamp": "2024-03-17T20:33:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09144", "timestamp": "2023-07-30T11:23:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09145", "timestamp": "2024-08-14T01:39:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3924874454", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3924874454) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09146", "timestamp": "2022-04-17T11:33:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09147", "timestamp": "2023-01-27T01:43:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7791717807) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09148", "timestamp": "2025-04-14T09:54:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09149", "timestamp": "2025-09-27T01:34:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09150", "timestamp": "2023-02-06T11:36:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09151", "timestamp": "2023-03-06T10:09:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09152", "timestamp": "2023-08-13T00:57:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09153", "timestamp": "2024-12-29T12:59:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09154", "timestamp": "2025-10-23T11:25:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09155", "timestamp": "2025-06-03T19:31:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4936911923) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09156", "timestamp": "2023-04-08T14:30:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09157", "timestamp": "2023-06-27T05:54:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09158", "timestamp": "2022-11-21T20:13:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09159", "timestamp": "2022-04-04T22:15:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09160", "timestamp": "2023-01-18T17:03:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09161", "timestamp": "2022-10-03T23:35:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09162", "timestamp": "2024-08-06T23:59:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09163", "timestamp": "2024-03-24T00:12:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09164", "timestamp": "2023-02-15T18:10:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09165", "timestamp": "2024-03-27T14:27:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09166", "timestamp": "2024-05-16T04:44:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09167", "timestamp": "2024-06-22T00:08:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09168", "timestamp": "2023-06-29T16:44:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09169", "timestamp": "2024-06-24T23:45:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09170", "timestamp": "2024-02-14T04:48:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09171", "timestamp": "2024-07-13T01:49:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09172", "timestamp": "2024-02-20T10:35:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09173", "timestamp": "2023-04-20T12:15:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09174", "timestamp": "2022-04-03T00:39:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09175", "timestamp": "2024-07-30T15:35:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09176", "timestamp": "2022-11-14T23:59:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09177", "timestamp": "2022-12-16T21:09:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09178", "timestamp": "2022-09-15T06:49:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09179", "timestamp": "2022-07-08T23:41:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09180", "timestamp": "2025-04-02T17:43:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09181", "timestamp": "2022-06-12T00:30:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09182", "timestamp": "2025-10-07T23:25:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4985531690) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09183", "timestamp": "2022-07-24T12:35:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09184", "timestamp": "2022-04-21T15:44:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09185", "timestamp": "2024-01-26T12:23:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09186", "timestamp": "2025-04-22T07:02:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09187", "timestamp": "2025-04-26T23:16:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09188", "timestamp": "2022-02-14T22:13:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09189", "timestamp": "2024-11-04T01:07:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09190", "timestamp": "2022-06-30T02:44:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09191", "timestamp": "2023-04-23T14:52:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09192", "timestamp": "2023-10-13T08:31:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09193", "timestamp": "2022-12-16T05:23:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09194", "timestamp": "2023-03-29T22:40:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09195", "timestamp": "2023-12-03T00:34:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09196", "timestamp": "2025-04-28T16:40:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09197", "timestamp": "2023-02-02T09:42:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09198", "timestamp": "2022-09-23T11:59:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1315119408", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1315119408) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09199", "timestamp": "2025-06-24T03:38:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09200", "timestamp": "2023-12-26T10:43:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09201", "timestamp": "2024-12-23T00:15:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09202", "timestamp": "2023-11-19T11:16:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4032258235) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09203", "timestamp": "2022-08-17T10:10:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9013542254) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09204", "timestamp": "2025-03-27T14:20:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09205", "timestamp": "2024-04-25T07:14:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09206", "timestamp": "2024-06-01T21:51:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09207", "timestamp": "2024-11-12T01:40:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09208", "timestamp": "2024-08-17T15:23:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09209", "timestamp": "2022-11-17T02:25:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09210", "timestamp": "2024-09-28T06:38:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09211", "timestamp": "2023-02-03T23:19:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09212", "timestamp": "2023-04-12T12:33:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09213", "timestamp": "2022-12-10T20:20:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09214", "timestamp": "2025-05-30T22:30:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09215", "timestamp": "2023-06-05T14:40:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09216", "timestamp": "2024-07-03T14:39:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09217", "timestamp": "2022-05-04T06:16:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09218", "timestamp": "2022-08-07T18:19:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09219", "timestamp": "2022-03-25T01:03:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09220", "timestamp": "2022-06-21T02:03:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09221", "timestamp": "2025-07-28T15:09:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09222", "timestamp": "2024-05-15T06:13:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09223", "timestamp": "2023-01-13T10:15:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1437002294) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09224", "timestamp": "2024-01-11T00:57:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09225", "timestamp": "2024-03-10T10:33:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09226", "timestamp": "2023-10-24T02:25:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09227", "timestamp": "2023-05-04T02:11:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09228", "timestamp": "2025-08-20T05:02:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09229", "timestamp": "2022-05-02T14:00:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09230", "timestamp": "2025-02-20T13:26:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09231", "timestamp": "2022-07-04T12:08:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09232", "timestamp": "2023-03-26T21:59:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09233", "timestamp": "2024-12-01T14:22:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09234", "timestamp": "2024-08-09T15:21:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09235", "timestamp": "2023-01-02T20:49:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09236", "timestamp": "2022-04-04T22:46:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09237", "timestamp": "2023-04-30T18:33:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09238", "timestamp": "2022-08-28T17:13:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09239", "timestamp": "2025-07-03T18:42:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09240", "timestamp": "2023-08-14T15:30:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09241", "timestamp": "2022-07-05T12:18:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09242", "timestamp": "2024-11-06T15:20:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09243", "timestamp": "2023-02-12T08:55:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7100403611) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09244", "timestamp": "2025-02-01T23:54:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09245", "timestamp": "2024-07-27T17:18:00", "year": 2024, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX7069787510", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7069787510). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09246", "timestamp": "2024-11-23T10:14:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09247", "timestamp": "2022-01-28T00:25:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09248", "timestamp": "2022-12-22T07:36:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09249", "timestamp": "2023-08-16T23:23:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09250", "timestamp": "2025-05-29T04:37:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09251", "timestamp": "2022-08-08T02:45:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09252", "timestamp": "2022-09-15T18:45:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_09253", "timestamp": "2023-11-03T02:31:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09254", "timestamp": "2025-11-04T05:16:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09255", "timestamp": "2023-08-11T03:03:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09256", "timestamp": "2024-11-19T20:38:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09257", "timestamp": "2023-09-10T16:22:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09258", "timestamp": "2023-03-19T10:06:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09259", "timestamp": "2024-11-13T05:21:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09260", "timestamp": "2022-04-15T13:46:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09261", "timestamp": "2023-10-26T06:17:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09262", "timestamp": "2025-11-20T05:58:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09263", "timestamp": "2025-04-25T12:44:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09264", "timestamp": "2025-08-09T02:43:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09265", "timestamp": "2023-06-16T00:02:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09266", "timestamp": "2024-12-11T02:26:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09267", "timestamp": "2022-09-09T21:10:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09268", "timestamp": "2023-02-06T23:08:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09269", "timestamp": "2024-05-12T01:39:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09270", "timestamp": "2022-07-10T00:02:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09271", "timestamp": "2023-11-13T08:00:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09272", "timestamp": "2022-12-17T09:50:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09273", "timestamp": "2022-03-24T00:36:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09274", "timestamp": "2022-01-05T10:36:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09275", "timestamp": "2022-02-28T21:52:00", "year": 2022, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2607655389) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09276", "timestamp": "2023-05-27T03:53:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09277", "timestamp": "2024-02-15T08:11:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09278", "timestamp": "2022-06-10T23:27:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09279", "timestamp": "2024-12-18T08:47:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09280", "timestamp": "2022-09-25T20:41:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09281", "timestamp": "2024-02-28T10:33:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09282", "timestamp": "2022-12-18T14:07:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09283", "timestamp": "2022-02-12T03:32:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09284", "timestamp": "2024-09-30T00:38:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09285", "timestamp": "2025-10-29T09:02:00", "year": 2025, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0617744986", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09286", "timestamp": "2024-11-07T08:16:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09287", "timestamp": "2022-05-11T08:46:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09288", "timestamp": "2023-06-21T12:06:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09289", "timestamp": "2022-10-24T12:02:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4779517227). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09290", "timestamp": "2023-12-13T06:48:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09291", "timestamp": "2024-02-23T08:24:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09292", "timestamp": "2023-06-30T08:55:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09293", "timestamp": "2022-08-30T02:01:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09294", "timestamp": "2025-10-04T08:02:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09295", "timestamp": "2025-02-23T19:41:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9157313627) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09296", "timestamp": "2025-02-20T04:35:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09297", "timestamp": "2022-06-27T06:47:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09298", "timestamp": "2023-07-12T12:17:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6725620808) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09299", "timestamp": "2024-01-14T23:16:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09300", "timestamp": "2022-07-19T00:25:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09301", "timestamp": "2024-01-07T08:26:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09302", "timestamp": "2025-08-13T18:49:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9877818259", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9877818259) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09303", "timestamp": "2024-10-21T13:00:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09304", "timestamp": "2023-04-12T00:30:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09305", "timestamp": "2024-11-13T02:31:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09306", "timestamp": "2023-12-24T11:37:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09307", "timestamp": "2023-12-06T08:20:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09308", "timestamp": "2024-12-19T21:15:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09309", "timestamp": "2023-02-20T11:47:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09310", "timestamp": "2024-08-21T11:52:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09311", "timestamp": "2025-01-25T19:22:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09312", "timestamp": "2025-04-04T18:41:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09313", "timestamp": "2023-03-01T06:46:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09314", "timestamp": "2024-05-11T18:39:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09315", "timestamp": "2025-02-04T23:30:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09316", "timestamp": "2023-05-28T23:18:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09317", "timestamp": "2022-07-03T02:06:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09318", "timestamp": "2022-02-08T20:19:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09319", "timestamp": "2022-11-25T15:03:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09320", "timestamp": "2025-07-26T02:27:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09321", "timestamp": "2025-02-25T22:36:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09322", "timestamp": "2025-04-06T06:55:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9087397109", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9087397109) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09323", "timestamp": "2025-06-21T19:44:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09324", "timestamp": "2025-09-22T02:04:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09325", "timestamp": "2024-08-19T00:57:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09326", "timestamp": "2022-09-09T21:18:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09327", "timestamp": "2022-07-05T17:26:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09328", "timestamp": "2024-07-17T18:22:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09329", "timestamp": "2024-07-03T00:05:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09330", "timestamp": "2022-01-16T00:55:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09331", "timestamp": "2023-06-25T12:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09332", "timestamp": "2024-07-29T23:21:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09333", "timestamp": "2024-10-14T22:28:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09334", "timestamp": "2025-02-10T15:21:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09335", "timestamp": "2022-06-24T17:25:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09336", "timestamp": "2022-07-06T12:55:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09337", "timestamp": "2022-10-04T22:24:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09338", "timestamp": "2022-11-29T07:42:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX8160023193", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8160023193). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09339", "timestamp": "2024-02-10T03:07:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09340", "timestamp": "2024-07-15T17:46:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09341", "timestamp": "2024-01-21T20:43:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09342", "timestamp": "2024-11-15T00:47:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09343", "timestamp": "2024-09-27T15:17:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09344", "timestamp": "2025-10-20T19:26:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09345", "timestamp": "2023-11-08T23:51:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09346", "timestamp": "2023-09-27T00:43:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09347", "timestamp": "2023-12-28T12:46:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09348", "timestamp": "2022-05-02T21:38:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5861858726) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09349", "timestamp": "2024-08-23T16:19:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09350", "timestamp": "2023-06-24T04:07:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09351", "timestamp": "2023-03-24T06:12:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09352", "timestamp": "2023-10-03T10:44:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09353", "timestamp": "2022-12-19T03:27:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09354", "timestamp": "2022-09-28T17:46:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09355", "timestamp": "2023-11-13T18:59:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09356", "timestamp": "2024-12-10T01:08:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09357", "timestamp": "2025-04-01T17:35:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09358", "timestamp": "2022-08-11T13:39:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09359", "timestamp": "2024-08-18T04:56:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09360", "timestamp": "2023-06-30T06:49:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09361", "timestamp": "2023-12-07T03:00:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09362", "timestamp": "2024-10-14T19:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09363", "timestamp": "2022-09-04T03:29:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09364", "timestamp": "2024-10-16T14:06:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0859202351", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0859202351) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09365", "timestamp": "2025-02-25T04:55:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09366", "timestamp": "2024-07-02T16:53:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09367", "timestamp": "2024-08-03T01:03:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09368", "timestamp": "2024-10-31T08:15:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09369", "timestamp": "2022-10-30T08:13:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09370", "timestamp": "2022-11-01T09:04:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09371", "timestamp": "2022-12-31T14:57:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09372", "timestamp": "2023-03-30T13:00:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09373", "timestamp": "2023-11-21T06:57:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09374", "timestamp": "2022-11-23T03:05:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09375", "timestamp": "2023-02-21T02:35:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09376", "timestamp": "2023-08-23T08:13:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5039825076", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5039825076) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09377", "timestamp": "2022-05-31T13:07:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09378", "timestamp": "2025-04-15T17:11:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09379", "timestamp": "2024-03-11T02:10:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09380", "timestamp": "2025-12-23T06:22:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09381", "timestamp": "2025-11-09T03:00:00", "year": 2025, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX9673247656", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09382", "timestamp": "2024-06-17T05:07:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09383", "timestamp": "2023-01-15T00:42:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09384", "timestamp": "2025-03-02T10:49:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09385", "timestamp": "2025-07-14T05:01:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09386", "timestamp": "2023-04-06T01:40:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09387", "timestamp": "2022-06-14T03:59:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09388", "timestamp": "2023-07-26T08:38:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09389", "timestamp": "2023-04-22T16:27:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09390", "timestamp": "2023-10-02T00:35:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09391", "timestamp": "2024-12-03T23:02:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09392", "timestamp": "2022-01-08T20:50:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09393", "timestamp": "2024-12-21T10:20:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4139671984) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09394", "timestamp": "2022-01-14T06:13:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9571491813) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09395", "timestamp": "2022-07-17T06:33:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09396", "timestamp": "2023-11-07T10:53:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09397", "timestamp": "2025-10-28T11:47:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09398", "timestamp": "2022-04-14T06:24:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09399", "timestamp": "2022-11-11T18:47:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09400", "timestamp": "2022-10-29T20:43:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09401", "timestamp": "2023-10-27T16:07:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09402", "timestamp": "2022-11-11T03:48:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09403", "timestamp": "2024-08-22T11:18:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09404", "timestamp": "2024-08-31T02:40:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09405", "timestamp": "2022-09-03T06:47:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09406", "timestamp": "2024-04-23T09:29:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09407", "timestamp": "2023-10-15T02:23:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09408", "timestamp": "2025-11-03T17:19:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09409", "timestamp": "2023-02-08T08:06:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09410", "timestamp": "2025-12-03T15:14:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09411", "timestamp": "2022-01-24T16:38:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09412", "timestamp": "2024-10-05T20:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09413", "timestamp": "2022-12-25T06:03:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09414", "timestamp": "2022-12-12T01:55:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6200052112", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX6200052112) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09415", "timestamp": "2025-06-16T01:17:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09416", "timestamp": "2022-06-21T03:10:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09417", "timestamp": "2022-02-22T04:54:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09418", "timestamp": "2022-01-19T13:04:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09419", "timestamp": "2023-07-15T05:11:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09420", "timestamp": "2025-03-26T14:06:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09421", "timestamp": "2022-05-21T12:53:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09422", "timestamp": "2022-09-14T04:08:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09423", "timestamp": "2023-12-08T10:36:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09424", "timestamp": "2024-11-19T00:15:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09425", "timestamp": "2025-04-09T07:20:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09426", "timestamp": "2022-04-08T18:21:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09427", "timestamp": "2023-06-26T15:39:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4913323178", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4913323178) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09428", "timestamp": "2024-10-07T23:39:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09429", "timestamp": "2024-09-05T02:47:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09430", "timestamp": "2022-06-11T20:08:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09431", "timestamp": "2025-07-25T22:25:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09432", "timestamp": "2022-11-10T22:55:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09433", "timestamp": "2023-07-22T00:50:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09434", "timestamp": "2025-08-30T13:43:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09435", "timestamp": "2023-01-04T07:51:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09436", "timestamp": "2024-11-28T04:48:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09437", "timestamp": "2023-11-08T23:29:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09438", "timestamp": "2023-11-07T15:41:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09439", "timestamp": "2023-05-15T16:45:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09440", "timestamp": "2024-07-07T18:05:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09441", "timestamp": "2025-09-24T13:14:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09442", "timestamp": "2025-09-18T16:36:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09443", "timestamp": "2023-02-22T13:40:00", "year": 2023, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX3901463932", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09444", "timestamp": "2024-08-23T11:57:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09445", "timestamp": "2025-03-29T08:50:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09446", "timestamp": "2024-07-27T16:32:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09447", "timestamp": "2022-08-04T02:54:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09448", "timestamp": "2023-01-13T01:34:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09449", "timestamp": "2025-01-07T11:51:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09450", "timestamp": "2024-02-03T19:23:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09451", "timestamp": "2023-11-06T16:56:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09452", "timestamp": "2025-08-19T11:14:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4891075580). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09453", "timestamp": "2025-04-10T15:42:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09454", "timestamp": "2022-11-27T09:55:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09455", "timestamp": "2025-05-21T00:02:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09456", "timestamp": "2024-10-18T13:53:00", "year": 2024, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1853349330) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09457", "timestamp": "2022-04-13T21:08:00", "year": 2022, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX2743976627", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09458", "timestamp": "2025-12-26T14:36:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09459", "timestamp": "2023-11-21T19:43:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09460", "timestamp": "2022-02-01T16:31:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09461", "timestamp": "2022-08-31T08:12:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09462", "timestamp": "2023-06-12T01:03:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09463", "timestamp": "2025-08-24T07:10:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09464", "timestamp": "2023-07-12T08:15:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09465", "timestamp": "2025-09-18T05:06:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09466", "timestamp": "2022-07-05T05:57:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09467", "timestamp": "2025-07-25T20:03:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09468", "timestamp": "2025-06-24T01:34:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09469", "timestamp": "2025-01-19T04:37:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09470", "timestamp": "2023-10-28T03:23:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09471", "timestamp": "2022-03-17T20:19:00", "year": 2022, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4456173393) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09472", "timestamp": "2024-12-12T16:36:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09473", "timestamp": "2024-09-09T18:31:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09474", "timestamp": "2025-12-26T00:16:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09475", "timestamp": "2025-09-10T21:23:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09476", "timestamp": "2025-10-03T13:16:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09477", "timestamp": "2022-12-08T21:41:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09478", "timestamp": "2025-09-29T03:53:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09479", "timestamp": "2023-11-08T19:42:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09480", "timestamp": "2023-02-14T18:28:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09481", "timestamp": "2023-02-09T02:06:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09482", "timestamp": "2023-05-19T10:01:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09483", "timestamp": "2025-01-05T18:06:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09484", "timestamp": "2024-02-17T10:04:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09485", "timestamp": "2023-04-30T07:26:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09486", "timestamp": "2023-10-29T05:38:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09487", "timestamp": "2025-09-02T00:04:00", "year": 2025, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1634896338) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09488", "timestamp": "2022-07-27T20:03:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09489", "timestamp": "2022-10-28T06:32:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6673831467). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09490", "timestamp": "2024-07-16T20:20:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09491", "timestamp": "2024-01-04T12:54:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09492", "timestamp": "2023-03-15T09:28:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09493", "timestamp": "2022-06-08T15:54:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09494", "timestamp": "2024-10-24T07:23:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09495", "timestamp": "2025-02-01T20:42:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09496", "timestamp": "2024-09-05T03:15:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09497", "timestamp": "2023-07-15T06:51:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09498", "timestamp": "2023-03-27T10:22:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7557595543). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09499", "timestamp": "2024-04-01T11:28:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09500", "timestamp": "2025-07-28T11:07:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09501", "timestamp": "2023-09-27T22:58:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5069011502) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09502", "timestamp": "2025-04-17T07:53:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09503", "timestamp": "2022-06-05T05:41:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09504", "timestamp": "2023-05-23T07:03:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09505", "timestamp": "2025-05-25T17:15:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09506", "timestamp": "2022-01-23T13:15:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09507", "timestamp": "2024-11-15T01:29:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1075859621). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09508", "timestamp": "2022-02-22T09:29:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09509", "timestamp": "2022-01-28T01:45:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09510", "timestamp": "2025-05-19T08:16:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09511", "timestamp": "2023-02-16T20:36:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09512", "timestamp": "2024-05-04T05:38:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09513", "timestamp": "2025-07-25T13:14:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09514", "timestamp": "2023-01-29T15:47:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09515", "timestamp": "2025-12-19T09:39:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09516", "timestamp": "2024-02-16T22:34:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09517", "timestamp": "2025-02-08T03:08:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09518", "timestamp": "2022-08-22T02:45:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8809528158). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09519", "timestamp": "2024-01-20T12:45:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09520", "timestamp": "2025-04-05T00:42:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09521", "timestamp": "2023-10-18T18:21:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09522", "timestamp": "2024-12-15T11:21:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9123227835) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09523", "timestamp": "2025-01-23T00:13:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09524", "timestamp": "2023-02-14T15:44:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX1168382933) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09525", "timestamp": "2023-01-19T09:31:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09526", "timestamp": "2022-09-30T11:22:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09527", "timestamp": "2023-06-04T02:22:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09528", "timestamp": "2023-11-16T02:54:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09529", "timestamp": "2024-05-24T07:22:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09530", "timestamp": "2022-07-01T16:42:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09531", "timestamp": "2022-08-13T17:03:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09532", "timestamp": "2025-03-20T02:47:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09533", "timestamp": "2025-11-09T21:08:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09534", "timestamp": "2023-11-16T09:53:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09535", "timestamp": "2024-05-28T16:26:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09536", "timestamp": "2024-08-27T20:24:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09537", "timestamp": "2024-03-09T19:06:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09538", "timestamp": "2024-06-17T06:12:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_09539", "timestamp": "2025-12-14T05:33:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09540", "timestamp": "2024-11-17T15:47:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09541", "timestamp": "2022-09-24T01:45:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09542", "timestamp": "2024-05-02T05:43:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09543", "timestamp": "2023-08-08T10:39:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9016688372). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09544", "timestamp": "2024-02-01T07:04:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09545", "timestamp": "2025-09-10T13:59:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09546", "timestamp": "2023-05-13T20:39:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09547", "timestamp": "2022-12-27T17:50:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09548", "timestamp": "2023-08-08T05:09:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09549", "timestamp": "2025-05-28T13:18:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09550", "timestamp": "2024-02-23T23:11:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09551", "timestamp": "2025-11-02T12:29:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09552", "timestamp": "2022-03-22T00:38:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09553", "timestamp": "2024-03-16T10:38:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09554", "timestamp": "2024-11-29T19:29:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6461362890) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09555", "timestamp": "2022-09-13T14:57:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09556", "timestamp": "2024-06-26T14:50:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09557", "timestamp": "2023-07-28T06:12:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09558", "timestamp": "2024-01-26T17:02:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09559", "timestamp": "2025-11-17T14:59:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09560", "timestamp": "2025-06-11T05:08:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09561", "timestamp": "2024-09-27T23:59:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09562", "timestamp": "2022-08-12T21:52:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09563", "timestamp": "2025-02-06T05:05:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09564", "timestamp": "2025-06-05T06:30:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09565", "timestamp": "2022-02-25T08:56:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09566", "timestamp": "2024-05-03T15:36:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09567", "timestamp": "2023-06-27T21:38:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09568", "timestamp": "2025-06-13T07:43:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09569", "timestamp": "2023-09-16T13:26:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09570", "timestamp": "2022-10-31T08:52:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09571", "timestamp": "2023-03-09T13:47:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09572", "timestamp": "2025-11-28T00:27:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09573", "timestamp": "2023-06-23T18:28:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09574", "timestamp": "2025-03-01T23:00:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09575", "timestamp": "2023-02-13T05:55:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09576", "timestamp": "2024-09-28T21:44:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09577", "timestamp": "2025-04-15T21:55:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09578", "timestamp": "2023-04-06T01:56:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09579", "timestamp": "2023-12-27T16:16:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09580", "timestamp": "2024-02-24T22:21:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09581", "timestamp": "2024-10-13T19:16:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09582", "timestamp": "2024-06-23T10:49:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09583", "timestamp": "2024-03-05T13:06:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09584", "timestamp": "2025-04-20T15:08:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09585", "timestamp": "2022-04-03T03:47:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09586", "timestamp": "2024-07-16T07:10:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09587", "timestamp": "2022-08-13T11:58:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09588", "timestamp": "2022-11-08T00:46:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09589", "timestamp": "2023-05-22T09:36:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09590", "timestamp": "2025-06-17T15:26:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09591", "timestamp": "2025-05-13T01:03:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09592", "timestamp": "2022-09-03T02:36:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09593", "timestamp": "2025-12-11T15:04:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09594", "timestamp": "2022-05-07T20:55:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09595", "timestamp": "2025-12-15T02:18:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09596", "timestamp": "2024-05-25T09:52:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09597", "timestamp": "2025-02-20T23:29:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09598", "timestamp": "2024-06-15T06:52:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09599", "timestamp": "2022-05-22T08:29:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09600", "timestamp": "2024-06-24T12:22:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09601", "timestamp": "2022-09-04T07:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09602", "timestamp": "2023-12-25T17:25:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09603", "timestamp": "2022-12-27T21:05:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6024781212). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09604", "timestamp": "2023-07-10T04:37:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09605", "timestamp": "2022-11-03T19:19:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09606", "timestamp": "2024-11-03T03:00:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4262389540", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4262389540) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09607", "timestamp": "2025-07-12T16:13:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09608", "timestamp": "2023-04-09T13:41:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09609", "timestamp": "2022-11-23T13:16:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09610", "timestamp": "2025-07-16T01:04:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09611", "timestamp": "2023-02-14T12:37:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09612", "timestamp": "2025-09-25T13:00:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09613", "timestamp": "2024-11-22T15:54:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7162458146) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09614", "timestamp": "2023-05-30T13:39:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09615", "timestamp": "2024-06-27T12:00:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09616", "timestamp": "2025-05-06T10:27:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09617", "timestamp": "2024-09-22T03:33:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09618", "timestamp": "2024-06-25T21:39:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5104147089", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5104147089) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09619", "timestamp": "2025-07-16T16:27:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09620", "timestamp": "2022-11-30T19:08:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09621", "timestamp": "2022-07-14T11:16:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09622", "timestamp": "2022-04-18T02:54:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09623", "timestamp": "2023-12-30T04:15:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09624", "timestamp": "2025-02-24T13:03:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09625", "timestamp": "2022-02-21T10:53:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09626", "timestamp": "2023-10-05T05:48:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09627", "timestamp": "2025-05-07T21:19:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09628", "timestamp": "2024-05-23T11:10:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09629", "timestamp": "2022-11-07T06:27:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09630", "timestamp": "2025-06-01T18:18:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09631", "timestamp": "2022-11-04T09:40:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09632", "timestamp": "2024-07-10T00:43:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09633", "timestamp": "2023-05-21T08:40:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09634", "timestamp": "2024-11-10T13:11:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09635", "timestamp": "2022-11-13T08:38:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09636", "timestamp": "2023-06-27T09:34:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09637", "timestamp": "2025-11-02T23:30:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09638", "timestamp": "2025-09-28T10:29:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09639", "timestamp": "2022-01-31T22:20:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09640", "timestamp": "2023-02-16T20:16:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09641", "timestamp": "2022-07-02T17:26:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09642", "timestamp": "2024-10-11T22:05:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09643", "timestamp": "2023-02-20T02:10:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09644", "timestamp": "2024-10-02T07:48:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09645", "timestamp": "2023-06-27T23:04:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09646", "timestamp": "2025-09-23T22:27:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09647", "timestamp": "2024-12-10T14:41:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0749959670) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09648", "timestamp": "2025-06-14T01:00:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09649", "timestamp": "2024-08-16T19:23:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09650", "timestamp": "2023-02-09T02:33:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09651", "timestamp": "2025-03-16T14:11:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09652", "timestamp": "2022-07-01T14:04:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09653", "timestamp": "2024-06-29T04:21:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09654", "timestamp": "2022-07-31T06:11:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09655", "timestamp": "2024-09-20T05:29:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09656", "timestamp": "2022-02-18T19:42:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09657", "timestamp": "2022-08-12T12:36:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09658", "timestamp": "2023-07-08T08:58:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09659", "timestamp": "2024-09-01T12:58:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09660", "timestamp": "2022-04-04T07:19:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09661", "timestamp": "2024-03-24T04:38:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09662", "timestamp": "2025-06-01T19:30:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09663", "timestamp": "2022-01-26T22:43:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09664", "timestamp": "2022-09-09T13:16:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8171966730). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09665", "timestamp": "2022-05-02T01:04:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09666", "timestamp": "2022-10-08T13:09:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09667", "timestamp": "2024-05-06T03:43:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09668", "timestamp": "2025-03-28T02:37:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09669", "timestamp": "2023-03-15T01:44:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09670", "timestamp": "2023-07-13T10:28:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09671", "timestamp": "2024-05-01T16:08:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09672", "timestamp": "2025-01-21T12:01:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09673", "timestamp": "2024-05-22T10:40:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09674", "timestamp": "2025-12-06T16:50:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09675", "timestamp": "2025-10-22T15:04:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09676", "timestamp": "2025-06-05T07:40:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09677", "timestamp": "2025-08-10T06:30:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09678", "timestamp": "2025-08-13T03:10:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09679", "timestamp": "2024-12-18T02:20:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09680", "timestamp": "2024-08-02T11:50:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09681", "timestamp": "2023-04-15T21:09:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09682", "timestamp": "2025-04-03T04:30:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09683", "timestamp": "2025-07-16T12:00:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2761324865). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09684", "timestamp": "2025-07-09T12:03:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09685", "timestamp": "2025-06-15T06:26:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09686", "timestamp": "2024-01-10T09:28:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09687", "timestamp": "2022-07-30T00:30:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09688", "timestamp": "2022-10-05T11:55:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09689", "timestamp": "2025-01-29T22:21:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09690", "timestamp": "2024-07-28T12:07:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09691", "timestamp": "2023-04-16T21:11:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09692", "timestamp": "2024-06-16T15:01:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09693", "timestamp": "2024-12-24T04:22:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09694", "timestamp": "2024-05-13T04:17:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09695", "timestamp": "2022-07-20T02:41:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09696", "timestamp": "2023-11-29T11:01:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09697", "timestamp": "2022-10-05T01:32:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09698", "timestamp": "2023-09-26T21:45:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09699", "timestamp": "2022-04-30T04:06:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09700", "timestamp": "2023-02-13T22:48:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09701", "timestamp": "2022-09-28T19:11:00", "year": 2022, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX3527397304", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09702", "timestamp": "2022-12-25T17:19:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09703", "timestamp": "2023-06-15T14:59:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09704", "timestamp": "2023-03-09T01:07:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09705", "timestamp": "2024-09-21T22:28:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6857208207", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6857208207) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09706", "timestamp": "2022-06-19T11:41:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09707", "timestamp": "2024-04-09T18:50:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09708", "timestamp": "2025-02-01T09:59:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09709", "timestamp": "2025-07-02T09:42:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09710", "timestamp": "2022-11-23T16:29:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09711", "timestamp": "2023-10-06T01:59:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09712", "timestamp": "2024-04-22T12:50:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5909408026) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09713", "timestamp": "2025-10-13T12:50:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09714", "timestamp": "2023-12-09T11:05:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09715", "timestamp": "2025-06-17T22:18:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09716", "timestamp": "2025-10-26T09:35:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09717", "timestamp": "2024-06-21T04:20:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09718", "timestamp": "2024-07-01T17:01:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09719", "timestamp": "2024-07-11T17:19:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2208736998", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2208736998) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09720", "timestamp": "2023-09-23T18:15:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09721", "timestamp": "2025-09-26T05:18:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09722", "timestamp": "2025-12-03T06:29:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0487634019) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09723", "timestamp": "2022-08-26T20:24:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09724", "timestamp": "2022-06-01T00:23:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09725", "timestamp": "2025-07-18T10:02:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09726", "timestamp": "2025-04-10T16:14:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09727", "timestamp": "2024-07-20T05:41:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09728", "timestamp": "2023-07-01T22:50:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09729", "timestamp": "2023-05-17T09:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09730", "timestamp": "2024-01-16T17:36:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09731", "timestamp": "2024-12-16T10:18:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09732", "timestamp": "2024-11-12T20:44:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09733", "timestamp": "2024-11-11T11:55:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_09734", "timestamp": "2022-10-11T06:14:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09735", "timestamp": "2023-01-05T05:15:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09736", "timestamp": "2022-03-10T23:01:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09737", "timestamp": "2022-11-07T20:49:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09738", "timestamp": "2025-10-30T01:30:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09739", "timestamp": "2022-06-15T09:57:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09740", "timestamp": "2022-03-25T18:12:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09741", "timestamp": "2025-11-29T08:28:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09742", "timestamp": "2024-12-17T16:48:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09743", "timestamp": "2022-12-06T13:17:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09744", "timestamp": "2022-08-04T16:32:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09745", "timestamp": "2024-08-13T23:28:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09746", "timestamp": "2024-11-03T10:43:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09747", "timestamp": "2022-01-15T18:55:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09748", "timestamp": "2022-02-27T20:53:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09749", "timestamp": "2024-07-04T01:27:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09750", "timestamp": "2025-10-05T15:12:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09751", "timestamp": "2025-07-14T18:08:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09752", "timestamp": "2023-04-11T02:43:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1854259732). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09753", "timestamp": "2022-04-15T13:31:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09754", "timestamp": "2024-04-04T07:54:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09755", "timestamp": "2025-09-21T10:34:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09756", "timestamp": "2022-04-28T15:19:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09757", "timestamp": "2022-06-17T05:36:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09758", "timestamp": "2024-10-17T11:35:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09759", "timestamp": "2025-12-03T13:43:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09760", "timestamp": "2023-06-25T03:51:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09761", "timestamp": "2023-08-21T16:17:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09762", "timestamp": "2024-06-08T14:23:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09763", "timestamp": "2022-03-05T15:12:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09764", "timestamp": "2025-09-08T20:25:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6403333658). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09765", "timestamp": "2023-07-08T07:44:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09766", "timestamp": "2022-08-03T09:01:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09767", "timestamp": "2023-06-06T07:27:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09768", "timestamp": "2022-05-19T03:10:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09769", "timestamp": "2022-09-26T08:59:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09770", "timestamp": "2024-05-05T06:13:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09771", "timestamp": "2024-03-10T08:05:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09772", "timestamp": "2024-07-13T03:51:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09773", "timestamp": "2025-06-22T05:34:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09774", "timestamp": "2024-02-04T09:23:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09775", "timestamp": "2025-05-28T04:12:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09776", "timestamp": "2023-01-06T06:05:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09777", "timestamp": "2023-07-04T02:35:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09778", "timestamp": "2025-06-06T02:18:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09779", "timestamp": "2022-10-24T21:06:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09780", "timestamp": "2024-11-09T09:19:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09781", "timestamp": "2024-01-25T01:23:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09782", "timestamp": "2022-03-14T20:19:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09783", "timestamp": "2022-02-11T16:51:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09784", "timestamp": "2022-10-05T05:59:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09785", "timestamp": "2022-03-27T12:37:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09786", "timestamp": "2023-01-12T21:44:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7018401338", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7018401338) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09787", "timestamp": "2022-11-06T06:19:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09788", "timestamp": "2022-08-08T01:33:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09789", "timestamp": "2025-03-24T12:08:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09790", "timestamp": "2022-05-04T08:08:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09791", "timestamp": "2025-05-25T01:24:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09792", "timestamp": "2022-04-03T20:03:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09793", "timestamp": "2024-01-17T05:10:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09794", "timestamp": "2022-05-21T21:13:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09795", "timestamp": "2024-04-29T12:13:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09796", "timestamp": "2025-03-08T00:57:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09797", "timestamp": "2025-11-19T16:18:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09798", "timestamp": "2022-08-07T00:57:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09799", "timestamp": "2023-02-07T19:38:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09800", "timestamp": "2025-05-13T06:52:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09801", "timestamp": "2023-04-06T14:53:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09802", "timestamp": "2022-04-27T12:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09803", "timestamp": "2022-02-24T14:37:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09804", "timestamp": "2025-08-12T20:30:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09805", "timestamp": "2023-05-14T05:03:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09806", "timestamp": "2024-05-11T07:23:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09807", "timestamp": "2022-11-21T16:36:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09808", "timestamp": "2023-07-13T02:14:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09809", "timestamp": "2023-12-16T17:32:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6409397073) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09810", "timestamp": "2025-12-06T04:43:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09811", "timestamp": "2025-11-10T04:54:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09812", "timestamp": "2025-03-13T19:22:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX7909860449) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09813", "timestamp": "2024-10-31T12:07:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09814", "timestamp": "2023-08-13T16:27:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09815", "timestamp": "2024-01-26T15:20:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09816", "timestamp": "2025-04-04T22:58:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09817", "timestamp": "2023-09-17T18:47:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09818", "timestamp": "2024-10-19T23:37:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09819", "timestamp": "2025-11-10T03:03:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09820", "timestamp": "2024-09-16T14:01:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09821", "timestamp": "2022-02-25T03:54:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3403473585", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3403473585) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09822", "timestamp": "2022-08-13T07:43:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09823", "timestamp": "2024-06-06T17:08:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09824", "timestamp": "2025-09-24T02:29:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09825", "timestamp": "2022-01-15T12:57:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09826", "timestamp": "2025-09-26T19:24:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09827", "timestamp": "2023-07-04T07:24:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7399066833", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7399066833) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09828", "timestamp": "2025-09-24T02:13:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09829", "timestamp": "2023-12-03T04:09:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09830", "timestamp": "2023-02-01T03:23:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09831", "timestamp": "2023-02-23T12:26:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09832", "timestamp": "2024-01-28T20:21:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09833", "timestamp": "2024-03-19T07:31:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09834", "timestamp": "2022-03-22T15:34:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9934201821) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09835", "timestamp": "2024-11-23T03:52:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09836", "timestamp": "2022-10-13T04:05:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09837", "timestamp": "2024-08-20T17:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09838", "timestamp": "2022-03-03T10:13:00", "year": 2022, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09839", "timestamp": "2023-05-31T05:33:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09840", "timestamp": "2023-08-07T14:30:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09841", "timestamp": "2024-02-14T09:12:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09842", "timestamp": "2024-03-09T13:39:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4018336835) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09843", "timestamp": "2023-10-07T02:47:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09844", "timestamp": "2022-01-07T10:32:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09845", "timestamp": "2023-05-10T13:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09846", "timestamp": "2025-11-05T02:50:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09847", "timestamp": "2025-08-16T15:34:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09848", "timestamp": "2022-08-17T15:47:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09849", "timestamp": "2022-10-25T09:55:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09850", "timestamp": "2023-12-24T18:59:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09851", "timestamp": "2022-02-22T15:38:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09852", "timestamp": "2022-10-24T04:07:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8468471643) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09853", "timestamp": "2023-04-06T22:36:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09854", "timestamp": "2023-10-28T18:47:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09855", "timestamp": "2023-06-13T06:52:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09856", "timestamp": "2023-08-21T18:06:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4221800279", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4221800279) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09857", "timestamp": "2024-03-10T04:22:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09858", "timestamp": "2024-08-12T20:07:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09859", "timestamp": "2022-03-30T19:54:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_09860", "timestamp": "2024-06-05T07:05:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09861", "timestamp": "2022-06-02T21:12:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09862", "timestamp": "2022-08-04T02:51:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09863", "timestamp": "2024-07-25T14:38:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9214392837", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9214392837) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09864", "timestamp": "2022-08-01T20:33:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09865", "timestamp": "2023-03-02T09:47:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09866", "timestamp": "2023-09-19T21:28:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09867", "timestamp": "2022-09-27T12:26:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09868", "timestamp": "2025-06-11T05:08:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09869", "timestamp": "2023-10-16T22:03:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7700503225) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09870", "timestamp": "2022-12-25T17:33:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09871", "timestamp": "2025-01-08T15:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09872", "timestamp": "2024-06-24T21:17:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09873", "timestamp": "2022-03-25T21:07:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX2587024607", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2587024607). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09874", "timestamp": "2025-05-09T09:36:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4045352164) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09875", "timestamp": "2023-01-27T22:29:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09876", "timestamp": "2025-06-23T12:16:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09877", "timestamp": "2023-03-23T18:02:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09878", "timestamp": "2023-01-27T14:51:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09879", "timestamp": "2024-05-03T02:35:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09880", "timestamp": "2022-08-20T17:20:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09881", "timestamp": "2024-04-30T06:43:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09882", "timestamp": "2024-10-25T22:42:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09883", "timestamp": "2025-06-10T17:36:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09884", "timestamp": "2023-04-10T08:00:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09885", "timestamp": "2024-10-19T18:38:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09886", "timestamp": "2022-04-16T17:06:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09887", "timestamp": "2025-03-10T22:08:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09888", "timestamp": "2024-04-30T17:11:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09889", "timestamp": "2025-05-21T23:08:00", "year": 2025, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2812383522) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09890", "timestamp": "2024-06-21T04:07:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09891", "timestamp": "2024-05-14T08:30:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09892", "timestamp": "2025-10-09T09:10:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09893", "timestamp": "2022-06-16T01:21:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09894", "timestamp": "2022-12-03T07:02:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09895", "timestamp": "2022-06-27T19:28:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09896", "timestamp": "2023-07-04T08:33:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09897", "timestamp": "2025-08-31T17:47:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09898", "timestamp": "2025-11-12T16:35:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09899", "timestamp": "2023-06-03T15:06:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09900", "timestamp": "2023-02-06T06:29:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09901", "timestamp": "2024-04-16T03:30:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09902", "timestamp": "2024-08-21T23:52:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_09903", "timestamp": "2024-04-07T18:19:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09904", "timestamp": "2025-02-16T21:15:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09905", "timestamp": "2025-03-03T11:18:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09906", "timestamp": "2025-05-31T23:56:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09907", "timestamp": "2024-09-18T16:44:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09908", "timestamp": "2025-02-04T05:34:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09909", "timestamp": "2025-06-26T10:44:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09910", "timestamp": "2025-06-19T19:25:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09911", "timestamp": "2024-07-04T01:10:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09912", "timestamp": "2023-04-20T17:29:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09913", "timestamp": "2025-06-24T20:23:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3595611128) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09914", "timestamp": "2024-01-29T19:09:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09915", "timestamp": "2023-01-07T06:20:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09916", "timestamp": "2024-08-11T09:35:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09917", "timestamp": "2023-01-14T12:02:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_09918", "timestamp": "2025-11-02T06:30:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09919", "timestamp": "2022-07-10T15:12:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_09920", "timestamp": "2023-09-16T20:49:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09921", "timestamp": "2025-07-10T15:32:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9949923802). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09922", "timestamp": "2022-03-01T00:46:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_09923", "timestamp": "2023-11-20T08:51:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09924", "timestamp": "2024-09-06T14:57:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09925", "timestamp": "2023-05-11T06:15:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09926", "timestamp": "2024-01-06T22:07:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09927", "timestamp": "2022-10-31T22:43:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09928", "timestamp": "2024-02-03T07:38:00", "year": 2024, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8352089712) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09929", "timestamp": "2022-02-27T01:30:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09930", "timestamp": "2022-12-30T10:07:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09931", "timestamp": "2023-08-14T00:41:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09932", "timestamp": "2025-11-18T18:20:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09933", "timestamp": "2022-08-31T12:15:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09934", "timestamp": "2024-11-05T03:03:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09935", "timestamp": "2022-10-15T10:37:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09936", "timestamp": "2022-07-22T18:49:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09937", "timestamp": "2023-11-27T15:17:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09938", "timestamp": "2023-11-19T14:50:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09939", "timestamp": "2023-08-31T19:37:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09940", "timestamp": "2022-10-14T11:38:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_09941", "timestamp": "2023-10-07T15:52:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09942", "timestamp": "2025-06-10T19:20:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09943", "timestamp": "2024-05-29T07:56:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09944", "timestamp": "2022-04-19T07:25:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09945", "timestamp": "2025-06-06T20:12:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09946", "timestamp": "2022-03-06T11:53:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09947", "timestamp": "2023-03-28T23:34:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1857655351). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09948", "timestamp": "2022-10-08T09:41:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_09949", "timestamp": "2022-01-07T07:31:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09950", "timestamp": "2025-06-13T04:22:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09951", "timestamp": "2025-11-11T21:53:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09952", "timestamp": "2024-04-02T17:20:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09953", "timestamp": "2025-10-20T19:35:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_09954", "timestamp": "2024-08-11T00:57:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_09955", "timestamp": "2025-06-16T14:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09956", "timestamp": "2025-01-21T16:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09957", "timestamp": "2022-08-12T14:38:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_09958", "timestamp": "2022-12-06T06:53:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09959", "timestamp": "2024-01-01T20:47:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_09960", "timestamp": "2024-06-05T20:53:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_09961", "timestamp": "2022-07-14T21:17:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09962", "timestamp": "2024-09-23T01:00:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_09963", "timestamp": "2023-06-05T01:02:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09964", "timestamp": "2025-12-23T01:42:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5560390347). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09965", "timestamp": "2025-05-09T00:46:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09966", "timestamp": "2024-08-21T11:29:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09967", "timestamp": "2022-11-05T16:04:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09968", "timestamp": "2023-05-01T00:45:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09969", "timestamp": "2023-10-24T00:34:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_09970", "timestamp": "2025-01-21T20:54:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09971", "timestamp": "2024-05-20T00:47:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3010466858) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09972", "timestamp": "2024-04-29T02:52:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09973", "timestamp": "2023-05-02T15:59:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2721054175) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09974", "timestamp": "2022-02-21T07:25:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09975", "timestamp": "2024-05-11T06:24:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_09976", "timestamp": "2024-11-26T21:51:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_09977", "timestamp": "2024-08-25T23:54:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09978", "timestamp": "2024-08-03T08:37:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_09979", "timestamp": "2023-05-29T10:59:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09980", "timestamp": "2023-02-08T13:40:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09981", "timestamp": "2024-08-09T04:05:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_09982", "timestamp": "2023-08-08T07:54:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_09983", "timestamp": "2022-02-02T02:20:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09984", "timestamp": "2023-10-09T10:57:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_09985", "timestamp": "2025-05-05T05:29:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09986", "timestamp": "2023-12-31T14:18:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_09987", "timestamp": "2023-04-19T06:18:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09988", "timestamp": "2024-02-09T04:26:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_09989", "timestamp": "2024-08-24T15:36:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09990", "timestamp": "2024-08-24T09:11:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09991", "timestamp": "2024-01-30T08:24:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09992", "timestamp": "2023-12-24T14:41:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09993", "timestamp": "2022-08-19T20:40:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_09994", "timestamp": "2022-10-18T20:54:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_09995", "timestamp": "2023-05-26T13:41:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX2936460311", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2936460311). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_09996", "timestamp": "2023-08-19T09:41:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2627846360) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_09997", "timestamp": "2025-08-24T08:41:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_09998", "timestamp": "2025-01-27T16:17:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_09999", "timestamp": "2024-11-15T09:18:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10000", "timestamp": "2022-10-23T23:22:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10001", "timestamp": "2024-07-01T06:21:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10002", "timestamp": "2024-12-02T18:41:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9336213134", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9336213134) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10003", "timestamp": "2025-07-30T13:28:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10004", "timestamp": "2022-08-20T22:46:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10005", "timestamp": "2022-11-07T04:42:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10006", "timestamp": "2023-08-19T15:44:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10007", "timestamp": "2022-01-05T13:46:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0080488951", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0080488951) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10008", "timestamp": "2024-11-07T12:53:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10009", "timestamp": "2023-05-17T20:01:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10010", "timestamp": "2022-12-02T02:33:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10011", "timestamp": "2023-01-13T18:36:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10012", "timestamp": "2022-03-16T11:49:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10013", "timestamp": "2025-12-08T13:36:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10014", "timestamp": "2024-01-23T00:03:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10015", "timestamp": "2024-06-07T01:15:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10016", "timestamp": "2022-09-20T16:04:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10017", "timestamp": "2022-09-06T13:49:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10018", "timestamp": "2025-11-25T14:13:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10019", "timestamp": "2024-10-02T16:51:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10020", "timestamp": "2022-01-21T03:54:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10021", "timestamp": "2022-10-04T06:05:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10022", "timestamp": "2022-12-31T14:59:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10023", "timestamp": "2023-09-14T22:39:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10024", "timestamp": "2024-08-09T22:58:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10025", "timestamp": "2024-09-26T04:00:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10026", "timestamp": "2025-03-12T07:19:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10027", "timestamp": "2022-08-18T03:21:00", "year": 2022, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX2760119677", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2760119677). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10028", "timestamp": "2025-05-30T18:16:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10029", "timestamp": "2025-05-01T01:59:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10030", "timestamp": "2025-11-06T05:50:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10031", "timestamp": "2023-03-23T04:25:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10032", "timestamp": "2023-12-23T11:53:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10033", "timestamp": "2023-04-12T16:04:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10034", "timestamp": "2025-03-16T14:46:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10035", "timestamp": "2023-05-20T00:29:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10036", "timestamp": "2025-02-27T00:48:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10037", "timestamp": "2025-05-12T16:47:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX0327460729", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0327460729). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10038", "timestamp": "2025-03-10T17:11:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5676555603). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10039", "timestamp": "2025-05-02T17:52:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10040", "timestamp": "2022-07-06T01:43:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10041", "timestamp": "2023-07-27T12:20:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10042", "timestamp": "2025-11-01T10:41:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10043", "timestamp": "2022-06-07T01:05:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10044", "timestamp": "2022-10-16T14:47:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10045", "timestamp": "2023-12-24T01:21:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10046", "timestamp": "2023-05-17T17:51:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10047", "timestamp": "2023-12-21T01:32:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10048", "timestamp": "2023-02-09T12:29:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10049", "timestamp": "2022-08-06T00:48:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10050", "timestamp": "2022-09-09T02:03:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10051", "timestamp": "2024-09-30T08:10:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10052", "timestamp": "2024-11-11T13:20:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10053", "timestamp": "2024-04-20T01:38:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10054", "timestamp": "2022-12-28T02:12:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10055", "timestamp": "2025-02-18T06:06:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10056", "timestamp": "2025-09-15T18:08:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10057", "timestamp": "2022-04-29T07:40:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10058", "timestamp": "2023-11-09T18:04:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5429339876) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10059", "timestamp": "2022-01-07T19:28:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10060", "timestamp": "2022-04-10T06:07:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10061", "timestamp": "2023-02-07T11:38:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9033146117) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10062", "timestamp": "2023-07-15T12:52:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10063", "timestamp": "2024-07-19T03:22:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10064", "timestamp": "2022-03-26T11:22:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10065", "timestamp": "2023-11-04T01:12:00", "year": 2023, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3998971214) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10066", "timestamp": "2023-06-25T10:54:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10067", "timestamp": "2025-12-11T14:47:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9323104002). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10068", "timestamp": "2025-12-17T09:11:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10069", "timestamp": "2023-02-28T10:29:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10070", "timestamp": "2022-09-15T12:39:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10071", "timestamp": "2024-06-14T10:27:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10072", "timestamp": "2023-09-15T09:16:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10073", "timestamp": "2023-10-17T18:28:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10074", "timestamp": "2023-06-28T13:26:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10075", "timestamp": "2024-06-01T03:33:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10076", "timestamp": "2023-04-26T02:10:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10077", "timestamp": "2023-04-28T00:00:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10078", "timestamp": "2025-07-02T12:28:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10079", "timestamp": "2025-05-30T16:25:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4022646939). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10080", "timestamp": "2025-04-23T19:01:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10081", "timestamp": "2025-10-24T23:39:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10082", "timestamp": "2023-04-09T02:33:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10083", "timestamp": "2023-05-21T17:12:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10084", "timestamp": "2025-04-10T07:34:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10085", "timestamp": "2025-03-12T14:42:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10086", "timestamp": "2022-05-10T06:51:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10087", "timestamp": "2024-10-13T04:55:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX0643367130", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10088", "timestamp": "2023-06-15T18:05:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10089", "timestamp": "2025-12-04T00:26:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10090", "timestamp": "2024-11-08T00:07:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10091", "timestamp": "2024-11-22T01:53:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10092", "timestamp": "2024-05-14T19:03:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10093", "timestamp": "2024-11-05T21:00:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10094", "timestamp": "2023-10-21T04:32:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10095", "timestamp": "2022-11-12T21:25:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10096", "timestamp": "2023-09-16T00:25:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10097", "timestamp": "2023-05-15T21:14:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7766432928", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7766432928) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10098", "timestamp": "2025-07-31T03:39:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10099", "timestamp": "2025-12-20T05:29:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10100", "timestamp": "2024-01-03T00:26:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10101", "timestamp": "2025-01-10T08:44:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10102", "timestamp": "2025-12-19T09:50:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10103", "timestamp": "2024-06-20T12:46:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10104", "timestamp": "2024-07-03T11:28:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10105", "timestamp": "2025-06-23T10:34:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10106", "timestamp": "2022-10-02T04:54:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10107", "timestamp": "2025-04-13T00:31:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX4683522294", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4683522294). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10108", "timestamp": "2022-01-15T05:02:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10109", "timestamp": "2023-07-29T00:06:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10110", "timestamp": "2025-09-08T00:20:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10111", "timestamp": "2025-06-19T10:25:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10112", "timestamp": "2025-12-20T19:01:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8355131369) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10113", "timestamp": "2023-09-30T14:52:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10114", "timestamp": "2022-02-24T18:55:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10115", "timestamp": "2022-03-31T21:39:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10116", "timestamp": "2024-06-29T19:53:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10117", "timestamp": "2025-05-15T06:47:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_10118", "timestamp": "2022-05-20T16:53:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10119", "timestamp": "2022-03-29T22:02:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10120", "timestamp": "2022-12-09T07:06:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10121", "timestamp": "2022-11-23T18:04:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1340771860", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1340771860) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10122", "timestamp": "2024-12-05T03:04:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10123", "timestamp": "2022-08-22T03:03:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10124", "timestamp": "2023-12-23T14:27:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10125", "timestamp": "2024-11-18T08:40:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10126", "timestamp": "2022-03-13T03:36:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10127", "timestamp": "2023-12-03T16:54:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10128", "timestamp": "2024-11-30T20:58:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10129", "timestamp": "2023-12-06T17:01:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10130", "timestamp": "2023-12-21T17:38:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10131", "timestamp": "2023-08-10T05:02:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10132", "timestamp": "2025-05-20T05:35:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10133", "timestamp": "2025-05-17T13:25:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10134", "timestamp": "2022-11-14T20:53:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10135", "timestamp": "2024-04-27T22:47:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10136", "timestamp": "2025-07-25T11:02:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10137", "timestamp": "2024-11-30T14:24:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10138", "timestamp": "2022-01-29T23:21:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10139", "timestamp": "2022-03-11T09:44:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10140", "timestamp": "2022-07-14T12:02:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10141", "timestamp": "2023-06-03T22:04:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10142", "timestamp": "2024-11-11T23:05:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10143", "timestamp": "2025-05-30T19:49:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10144", "timestamp": "2023-02-26T22:35:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10145", "timestamp": "2025-12-10T07:24:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10146", "timestamp": "2024-01-04T08:47:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10147", "timestamp": "2022-07-02T20:46:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10148", "timestamp": "2022-07-08T04:34:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10149", "timestamp": "2022-12-02T16:00:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10150", "timestamp": "2022-07-24T04:24:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX5640273297", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5640273297). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10151", "timestamp": "2023-04-03T14:27:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10152", "timestamp": "2025-01-07T11:25:00", "year": 2025, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8460493085) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10153", "timestamp": "2025-06-08T09:38:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10154", "timestamp": "2025-10-25T22:25:00", "year": 2025, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1406318700) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10155", "timestamp": "2023-07-26T03:56:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10156", "timestamp": "2022-02-12T07:48:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10157", "timestamp": "2023-01-31T09:18:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10158", "timestamp": "2022-06-02T00:48:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10159", "timestamp": "2025-10-20T15:27:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10160", "timestamp": "2022-06-03T07:33:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10161", "timestamp": "2023-04-04T02:31:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10162", "timestamp": "2025-12-11T22:31:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10163", "timestamp": "2025-07-17T02:26:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10164", "timestamp": "2025-01-09T07:57:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10165", "timestamp": "2025-03-14T13:56:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10166", "timestamp": "2025-06-21T11:08:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10167", "timestamp": "2024-04-24T12:38:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10168", "timestamp": "2023-06-25T11:36:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10169", "timestamp": "2022-10-19T04:42:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10170", "timestamp": "2023-01-22T13:03:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10171", "timestamp": "2024-01-02T18:48:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10172", "timestamp": "2022-10-24T02:08:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10173", "timestamp": "2025-04-20T01:06:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10174", "timestamp": "2024-02-19T08:06:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10175", "timestamp": "2023-02-09T22:12:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10176", "timestamp": "2025-10-30T05:01:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10177", "timestamp": "2024-04-05T09:20:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10178", "timestamp": "2024-02-12T22:08:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10179", "timestamp": "2025-10-05T18:30:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10180", "timestamp": "2023-03-02T21:01:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10181", "timestamp": "2023-07-27T01:54:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10182", "timestamp": "2024-09-18T05:30:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10183", "timestamp": "2025-07-22T12:51:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10184", "timestamp": "2022-11-06T21:30:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10185", "timestamp": "2022-04-09T13:12:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10186", "timestamp": "2024-01-18T10:26:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10187", "timestamp": "2023-03-26T22:06:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10188", "timestamp": "2023-05-23T17:45:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10189", "timestamp": "2025-03-19T06:45:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10190", "timestamp": "2022-03-24T12:27:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10191", "timestamp": "2025-08-06T23:33:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10192", "timestamp": "2025-09-12T19:25:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10193", "timestamp": "2023-03-06T08:02:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10194", "timestamp": "2022-08-07T21:56:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10195", "timestamp": "2022-11-30T14:15:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10196", "timestamp": "2024-03-11T01:16:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX7007336744", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7007336744). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10197", "timestamp": "2025-04-06T00:38:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10198", "timestamp": "2024-08-12T21:45:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10199", "timestamp": "2022-06-11T15:04:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10200", "timestamp": "2025-05-16T04:53:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10201", "timestamp": "2022-07-22T06:58:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10202", "timestamp": "2023-09-04T15:11:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10203", "timestamp": "2022-07-31T18:40:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10204", "timestamp": "2025-06-11T10:57:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10205", "timestamp": "2023-10-03T19:18:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10206", "timestamp": "2025-08-24T08:28:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10207", "timestamp": "2022-04-01T05:28:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10208", "timestamp": "2024-06-22T10:30:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10209", "timestamp": "2022-08-07T11:51:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10210", "timestamp": "2023-02-18T17:59:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10211", "timestamp": "2024-03-28T03:51:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10212", "timestamp": "2025-07-30T01:54:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10213", "timestamp": "2022-04-26T13:17:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10214", "timestamp": "2024-12-16T06:28:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10215", "timestamp": "2022-10-29T21:55:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10216", "timestamp": "2023-08-03T07:12:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10217", "timestamp": "2024-02-28T22:35:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10218", "timestamp": "2022-10-13T15:35:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7846939873). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10219", "timestamp": "2025-04-06T23:14:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10220", "timestamp": "2024-09-30T12:54:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10221", "timestamp": "2022-09-24T13:11:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10222", "timestamp": "2022-03-02T23:48:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10223", "timestamp": "2024-07-15T13:10:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10224", "timestamp": "2023-06-22T04:45:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10225", "timestamp": "2025-08-06T22:21:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10226", "timestamp": "2022-04-18T07:00:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10227", "timestamp": "2025-08-07T15:37:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10228", "timestamp": "2022-04-19T03:24:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10229", "timestamp": "2024-12-06T18:42:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10230", "timestamp": "2024-04-21T19:31:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10231", "timestamp": "2025-05-29T13:22:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10232", "timestamp": "2022-11-16T16:44:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10233", "timestamp": "2024-04-20T01:59:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10234", "timestamp": "2024-01-23T01:40:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10235", "timestamp": "2023-11-05T19:50:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10236", "timestamp": "2025-09-30T10:05:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10237", "timestamp": "2023-08-30T17:16:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10238", "timestamp": "2024-05-25T10:50:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10239", "timestamp": "2025-12-05T20:03:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10240", "timestamp": "2022-10-27T16:10:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10241", "timestamp": "2022-04-13T05:26:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10242", "timestamp": "2022-11-11T04:24:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX6752176512", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10243", "timestamp": "2025-07-10T07:53:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10244", "timestamp": "2025-06-16T09:13:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10245", "timestamp": "2022-04-13T13:57:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10246", "timestamp": "2024-12-26T10:27:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10247", "timestamp": "2024-05-16T13:23:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10248", "timestamp": "2022-07-21T04:16:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10249", "timestamp": "2022-11-09T08:56:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10250", "timestamp": "2025-12-16T02:50:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10251", "timestamp": "2025-05-13T11:12:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10252", "timestamp": "2024-07-03T17:43:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10253", "timestamp": "2022-04-05T22:55:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10254", "timestamp": "2024-07-02T05:16:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10255", "timestamp": "2023-08-28T00:28:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10256", "timestamp": "2025-01-13T13:15:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10257", "timestamp": "2025-10-27T13:55:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10258", "timestamp": "2023-09-24T07:23:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10259", "timestamp": "2023-12-13T21:48:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10260", "timestamp": "2025-04-16T18:38:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10261", "timestamp": "2024-03-19T10:13:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10262", "timestamp": "2024-08-12T08:01:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10263", "timestamp": "2023-02-14T22:01:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10264", "timestamp": "2022-04-19T20:04:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10265", "timestamp": "2025-10-21T01:08:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10266", "timestamp": "2025-05-23T22:19:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10267", "timestamp": "2023-04-09T16:13:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10268", "timestamp": "2022-11-28T23:11:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10269", "timestamp": "2022-03-21T18:28:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10270", "timestamp": "2022-07-29T19:40:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10271", "timestamp": "2022-06-05T22:35:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4628284730) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10272", "timestamp": "2023-12-31T04:51:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10273", "timestamp": "2023-03-14T09:58:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10274", "timestamp": "2024-09-05T21:30:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10275", "timestamp": "2024-11-05T08:06:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4612864753) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10276", "timestamp": "2025-04-07T23:54:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1242373044", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1242373044) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10277", "timestamp": "2025-10-16T18:00:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10278", "timestamp": "2024-06-25T23:37:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10279", "timestamp": "2025-04-09T19:35:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10280", "timestamp": "2022-08-20T05:50:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10281", "timestamp": "2022-09-05T04:42:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10282", "timestamp": "2023-01-01T03:11:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10283", "timestamp": "2022-12-30T20:52:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10284", "timestamp": "2025-05-16T08:35:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10285", "timestamp": "2023-05-08T06:09:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10286", "timestamp": "2025-07-07T12:30:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10287", "timestamp": "2025-09-27T05:07:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10288", "timestamp": "2025-02-16T04:41:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10289", "timestamp": "2025-03-03T18:05:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10290", "timestamp": "2025-05-05T03:02:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10291", "timestamp": "2025-06-28T19:51:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10292", "timestamp": "2023-06-07T21:24:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10293", "timestamp": "2024-03-26T05:12:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10294", "timestamp": "2023-04-27T06:24:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10295", "timestamp": "2023-04-03T01:45:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10296", "timestamp": "2025-07-03T09:24:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10297", "timestamp": "2023-12-13T03:52:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10298", "timestamp": "2022-09-11T22:04:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10299", "timestamp": "2024-08-23T20:05:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6741909972", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6741909972) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10300", "timestamp": "2025-11-26T02:03:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10301", "timestamp": "2024-07-29T23:48:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10302", "timestamp": "2023-10-18T21:14:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10303", "timestamp": "2024-06-09T22:07:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10304", "timestamp": "2022-04-01T23:47:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10305", "timestamp": "2025-06-08T15:57:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10306", "timestamp": "2022-10-12T16:20:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10307", "timestamp": "2025-12-18T07:09:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4603764893", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4603764893) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10308", "timestamp": "2024-04-09T16:17:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10309", "timestamp": "2025-01-05T05:32:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10310", "timestamp": "2024-04-09T14:18:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10311", "timestamp": "2024-12-09T06:53:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10312", "timestamp": "2025-04-22T04:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10313", "timestamp": "2023-03-22T19:15:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10314", "timestamp": "2022-07-30T04:22:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10315", "timestamp": "2022-08-06T09:27:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10316", "timestamp": "2023-05-20T10:54:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10317", "timestamp": "2025-09-14T04:35:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10318", "timestamp": "2023-12-26T17:15:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10319", "timestamp": "2022-02-22T02:13:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10320", "timestamp": "2022-05-24T22:03:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10321", "timestamp": "2025-10-07T18:56:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10322", "timestamp": "2023-01-08T12:20:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10323", "timestamp": "2023-02-18T16:48:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10324", "timestamp": "2024-07-21T10:00:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10325", "timestamp": "2024-03-28T06:59:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX2325364696) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10326", "timestamp": "2022-09-13T01:58:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10327", "timestamp": "2022-10-09T12:03:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10328", "timestamp": "2024-12-21T20:42:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX8339060271", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10329", "timestamp": "2023-11-09T21:27:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10330", "timestamp": "2024-03-08T21:27:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10331", "timestamp": "2022-07-06T22:55:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10332", "timestamp": "2022-11-17T17:15:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10333", "timestamp": "2024-01-17T21:54:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10334", "timestamp": "2023-12-02T20:42:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10335", "timestamp": "2025-11-09T06:19:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2341177319) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10336", "timestamp": "2022-01-30T14:39:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10337", "timestamp": "2024-09-04T13:35:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10338", "timestamp": "2025-11-13T21:16:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10339", "timestamp": "2023-06-14T12:24:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10340", "timestamp": "2022-01-12T13:02:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10341", "timestamp": "2023-11-16T23:47:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10342", "timestamp": "2022-12-25T15:05:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10343", "timestamp": "2024-10-17T01:12:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5479591686", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5479591686) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10344", "timestamp": "2022-12-23T23:05:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10345", "timestamp": "2023-04-11T07:04:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7417283460", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7417283460). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10346", "timestamp": "2022-12-16T06:57:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10347", "timestamp": "2025-12-24T05:55:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10348", "timestamp": "2023-05-31T06:30:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10349", "timestamp": "2025-04-11T15:24:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10350", "timestamp": "2022-06-11T20:13:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10351", "timestamp": "2023-11-09T22:50:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10352", "timestamp": "2022-10-19T09:02:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10353", "timestamp": "2025-12-26T19:35:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10354", "timestamp": "2022-02-13T06:10:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10355", "timestamp": "2024-06-08T11:48:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10356", "timestamp": "2023-12-04T13:12:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10357", "timestamp": "2022-04-27T06:49:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10358", "timestamp": "2022-02-20T23:14:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10359", "timestamp": "2024-07-13T13:25:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX0527271001", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10360", "timestamp": "2024-04-17T17:47:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10361", "timestamp": "2022-08-19T22:29:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10362", "timestamp": "2023-08-25T16:49:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10363", "timestamp": "2025-03-13T18:33:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10364", "timestamp": "2024-02-24T14:14:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10365", "timestamp": "2023-02-17T11:33:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10366", "timestamp": "2022-11-05T00:41:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10367", "timestamp": "2024-12-21T01:30:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10368", "timestamp": "2023-04-25T00:36:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10369", "timestamp": "2023-02-19T01:16:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10370", "timestamp": "2024-11-27T04:09:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10371", "timestamp": "2025-04-12T21:35:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10372", "timestamp": "2024-11-12T14:52:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10373", "timestamp": "2024-02-23T12:11:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10374", "timestamp": "2025-07-19T23:55:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10375", "timestamp": "2024-07-02T03:19:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10376", "timestamp": "2024-07-10T01:51:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10377", "timestamp": "2023-09-08T06:37:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10378", "timestamp": "2023-06-11T11:06:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10379", "timestamp": "2023-02-21T12:44:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10380", "timestamp": "2025-10-02T13:44:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10381", "timestamp": "2022-11-05T16:38:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10382", "timestamp": "2024-02-18T02:17:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10383", "timestamp": "2022-07-20T17:31:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10384", "timestamp": "2022-11-03T03:07:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10385", "timestamp": "2025-10-07T12:56:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10386", "timestamp": "2023-05-19T13:42:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10387", "timestamp": "2023-03-18T09:54:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10388", "timestamp": "2025-02-11T04:00:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10389", "timestamp": "2023-11-19T21:25:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10390", "timestamp": "2024-02-14T05:57:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10391", "timestamp": "2024-04-12T05:02:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10392", "timestamp": "2024-07-11T14:51:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8784523082", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8784523082) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10393", "timestamp": "2023-01-11T05:41:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10394", "timestamp": "2022-04-10T09:10:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10395", "timestamp": "2025-10-13T21:35:00", "year": 2025, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10396", "timestamp": "2023-03-01T23:45:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10397", "timestamp": "2024-12-12T09:31:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10398", "timestamp": "2025-12-27T19:44:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10399", "timestamp": "2025-07-21T09:58:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10400", "timestamp": "2024-12-16T21:20:00", "year": 2024, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10401", "timestamp": "2024-12-24T03:26:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10402", "timestamp": "2022-02-14T09:46:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10403", "timestamp": "2024-12-25T21:17:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10404", "timestamp": "2024-06-10T01:03:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10405", "timestamp": "2025-03-21T14:44:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10406", "timestamp": "2025-03-16T10:05:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10407", "timestamp": "2023-08-06T15:57:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10408", "timestamp": "2025-06-08T07:19:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10409", "timestamp": "2024-07-22T11:23:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10410", "timestamp": "2023-12-03T14:36:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10411", "timestamp": "2025-10-23T23:14:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10412", "timestamp": "2024-02-01T20:13:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10413", "timestamp": "2024-05-28T05:55:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10414", "timestamp": "2025-09-22T13:30:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10415", "timestamp": "2025-06-07T16:38:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10416", "timestamp": "2024-12-07T01:24:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10417", "timestamp": "2025-11-04T04:39:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10418", "timestamp": "2024-02-15T04:26:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10419", "timestamp": "2023-01-31T11:20:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10420", "timestamp": "2024-01-06T18:52:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10421", "timestamp": "2024-05-24T09:15:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10422", "timestamp": "2024-01-15T18:59:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10423", "timestamp": "2022-06-07T13:28:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10424", "timestamp": "2025-06-12T23:56:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10425", "timestamp": "2022-10-30T10:22:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1219423618) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10426", "timestamp": "2025-02-17T00:57:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10427", "timestamp": "2023-06-28T13:04:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10428", "timestamp": "2024-11-22T03:50:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10429", "timestamp": "2025-07-17T18:57:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7182014021", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7182014021) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10430", "timestamp": "2022-07-01T05:30:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10431", "timestamp": "2025-04-23T15:37:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10432", "timestamp": "2023-05-30T12:06:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10433", "timestamp": "2025-11-18T05:03:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10434", "timestamp": "2024-12-31T21:37:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10435", "timestamp": "2022-04-29T03:19:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10436", "timestamp": "2024-05-07T11:38:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10437", "timestamp": "2024-11-17T14:26:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8531087156", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8531087156) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10438", "timestamp": "2024-05-28T18:42:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10439", "timestamp": "2022-09-12T19:02:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10440", "timestamp": "2024-03-04T20:52:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10441", "timestamp": "2025-03-11T16:06:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10442", "timestamp": "2024-08-12T12:23:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10443", "timestamp": "2022-03-21T23:47:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10444", "timestamp": "2023-06-23T10:26:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10445", "timestamp": "2024-06-25T07:49:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10446", "timestamp": "2024-07-26T03:59:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10447", "timestamp": "2025-11-01T18:34:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10448", "timestamp": "2022-07-20T15:48:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10449", "timestamp": "2024-04-21T16:32:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10450", "timestamp": "2023-05-27T00:22:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10451", "timestamp": "2023-11-24T16:30:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10452", "timestamp": "2025-08-04T16:52:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6928034872", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6928034872) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10453", "timestamp": "2022-07-15T15:46:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10454", "timestamp": "2024-06-04T06:16:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10455", "timestamp": "2022-04-19T06:22:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2947127571) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10456", "timestamp": "2022-01-26T08:51:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3273223319) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10457", "timestamp": "2022-08-11T05:31:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10458", "timestamp": "2023-09-05T07:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10459", "timestamp": "2023-11-22T04:54:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10460", "timestamp": "2024-09-26T22:44:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10461", "timestamp": "2024-08-01T01:23:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10462", "timestamp": "2022-04-19T17:09:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10463", "timestamp": "2024-04-17T05:19:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10464", "timestamp": "2023-04-27T11:34:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10465", "timestamp": "2025-06-23T15:43:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10466", "timestamp": "2025-01-31T20:51:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10467", "timestamp": "2023-01-01T17:31:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX3351775142", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3351775142). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10468", "timestamp": "2023-07-18T21:52:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10469", "timestamp": "2024-03-03T00:12:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10470", "timestamp": "2025-01-08T06:39:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10471", "timestamp": "2025-11-26T07:54:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10472", "timestamp": "2024-05-30T20:10:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10473", "timestamp": "2022-05-18T22:04:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10474", "timestamp": "2024-02-01T02:42:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX5300993816", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10475", "timestamp": "2022-10-04T21:07:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10476", "timestamp": "2024-09-07T20:19:00", "year": 2024, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2093982376) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10477", "timestamp": "2024-05-09T16:36:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10478", "timestamp": "2025-08-26T15:44:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10479", "timestamp": "2024-12-12T11:16:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10480", "timestamp": "2025-05-16T09:59:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10481", "timestamp": "2022-02-08T06:57:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10482", "timestamp": "2025-05-03T20:37:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10483", "timestamp": "2024-02-01T16:50:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10484", "timestamp": "2023-04-20T05:35:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10485", "timestamp": "2025-10-26T21:21:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10486", "timestamp": "2023-09-08T16:19:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10487", "timestamp": "2025-11-29T17:18:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10488", "timestamp": "2025-09-30T03:24:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10489", "timestamp": "2024-07-12T07:21:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10490", "timestamp": "2022-05-23T13:14:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10491", "timestamp": "2023-09-21T04:44:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10492", "timestamp": "2023-02-27T11:23:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_10493", "timestamp": "2024-08-10T11:30:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10494", "timestamp": "2023-10-20T12:25:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10495", "timestamp": "2022-08-29T12:40:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1604662615) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10496", "timestamp": "2025-05-05T10:03:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10497", "timestamp": "2025-09-17T03:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10498", "timestamp": "2024-02-22T03:43:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10499", "timestamp": "2023-12-20T18:21:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10500", "timestamp": "2024-06-29T09:38:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10501", "timestamp": "2022-03-22T15:49:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10502", "timestamp": "2023-09-07T17:46:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10503", "timestamp": "2024-04-03T19:04:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10504", "timestamp": "2025-08-07T14:51:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10505", "timestamp": "2024-01-15T23:37:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10506", "timestamp": "2023-11-30T10:34:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10507", "timestamp": "2022-12-19T05:18:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10508", "timestamp": "2024-04-09T09:10:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10509", "timestamp": "2022-02-22T06:35:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10510", "timestamp": "2023-12-03T11:59:00", "year": 2023, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX6901876242", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10511", "timestamp": "2024-10-06T11:42:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10512", "timestamp": "2022-12-05T07:29:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10513", "timestamp": "2022-08-17T00:18:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10514", "timestamp": "2022-06-09T19:35:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10515", "timestamp": "2025-05-05T11:16:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10516", "timestamp": "2023-05-02T12:11:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10517", "timestamp": "2025-10-27T06:22:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10518", "timestamp": "2022-09-25T12:57:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10519", "timestamp": "2024-06-20T10:48:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0938653607). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10520", "timestamp": "2025-05-02T15:32:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10521", "timestamp": "2025-02-25T22:15:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7864879980). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10522", "timestamp": "2023-04-21T23:01:00", "year": 2023, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6439920844) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10523", "timestamp": "2023-09-16T16:21:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5543342103) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10524", "timestamp": "2022-01-06T06:34:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10525", "timestamp": "2023-10-11T01:26:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10526", "timestamp": "2025-09-21T10:37:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10527", "timestamp": "2022-12-03T14:54:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10528", "timestamp": "2024-02-04T06:00:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10529", "timestamp": "2024-08-19T10:47:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10530", "timestamp": "2025-03-30T17:40:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10531", "timestamp": "2024-02-21T03:24:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10532", "timestamp": "2023-09-19T19:05:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10533", "timestamp": "2023-12-31T21:54:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10534", "timestamp": "2025-02-15T06:07:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10535", "timestamp": "2023-06-05T01:30:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10536", "timestamp": "2025-09-22T10:55:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10537", "timestamp": "2022-10-27T14:09:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10538", "timestamp": "2025-08-12T05:47:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10539", "timestamp": "2023-08-26T04:21:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10540", "timestamp": "2025-12-30T03:40:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10541", "timestamp": "2023-06-16T19:48:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10542", "timestamp": "2025-08-27T16:40:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10543", "timestamp": "2025-01-08T21:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10544", "timestamp": "2024-02-25T17:48:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10545", "timestamp": "2023-10-25T04:53:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10546", "timestamp": "2022-06-15T18:46:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10547", "timestamp": "2023-03-01T00:26:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10548", "timestamp": "2022-01-29T20:04:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10549", "timestamp": "2022-11-08T06:39:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10550", "timestamp": "2023-10-19T00:56:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10551", "timestamp": "2023-04-05T12:38:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10552", "timestamp": "2023-11-03T05:49:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10553", "timestamp": "2024-01-25T12:35:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10554", "timestamp": "2025-04-14T14:05:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7164693188", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7164693188) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10555", "timestamp": "2022-02-12T04:12:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10556", "timestamp": "2025-12-14T20:25:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10557", "timestamp": "2023-03-04T08:56:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10558", "timestamp": "2023-08-03T23:42:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10559", "timestamp": "2023-01-12T04:35:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10560", "timestamp": "2023-09-10T12:44:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10561", "timestamp": "2023-06-22T19:24:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10562", "timestamp": "2025-08-06T20:46:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10563", "timestamp": "2022-11-25T18:48:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10564", "timestamp": "2024-03-11T21:19:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10565", "timestamp": "2024-09-19T00:00:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10566", "timestamp": "2024-12-26T08:49:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10567", "timestamp": "2023-01-29T05:31:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10568", "timestamp": "2024-11-16T00:14:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10569", "timestamp": "2024-05-24T18:22:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10570", "timestamp": "2025-04-22T21:51:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6107227782) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10571", "timestamp": "2023-02-14T18:09:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10572", "timestamp": "2023-10-31T13:18:00", "year": 2023, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8159448417) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10573", "timestamp": "2025-07-17T15:28:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10574", "timestamp": "2025-04-07T21:29:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10575", "timestamp": "2022-03-13T08:49:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10576", "timestamp": "2024-01-22T01:03:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10577", "timestamp": "2024-11-06T18:12:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10578", "timestamp": "2024-08-11T13:26:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10579", "timestamp": "2023-10-29T18:52:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10580", "timestamp": "2024-05-01T05:34:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10581", "timestamp": "2023-02-05T16:39:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10582", "timestamp": "2022-03-20T11:55:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10583", "timestamp": "2022-07-06T16:35:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5024232145", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5024232145) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10584", "timestamp": "2025-03-20T18:15:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6735702080) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10585", "timestamp": "2023-05-06T03:59:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10586", "timestamp": "2025-01-19T16:35:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10587", "timestamp": "2024-09-27T11:07:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10588", "timestamp": "2022-04-13T11:33:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10589", "timestamp": "2022-04-25T21:41:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10590", "timestamp": "2025-11-29T06:11:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10591", "timestamp": "2024-07-19T12:57:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10592", "timestamp": "2022-02-13T12:57:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10593", "timestamp": "2022-02-17T15:52:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10594", "timestamp": "2024-07-26T00:12:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3036925597) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10595", "timestamp": "2025-04-15T14:45:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10596", "timestamp": "2022-12-14T12:46:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10597", "timestamp": "2022-06-05T04:34:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10598", "timestamp": "2022-05-04T00:36:00", "year": 2022, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX5683420467", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10599", "timestamp": "2025-06-29T16:23:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10600", "timestamp": "2025-12-04T09:55:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10601", "timestamp": "2024-12-21T09:46:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10602", "timestamp": "2022-01-19T19:18:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10603", "timestamp": "2022-05-04T10:54:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5128888905", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5128888905) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10604", "timestamp": "2023-09-21T18:39:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7703551421). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10605", "timestamp": "2022-10-04T08:11:00", "year": 2022, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX9455515999", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10606", "timestamp": "2022-09-13T22:13:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10607", "timestamp": "2022-09-03T20:07:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10608", "timestamp": "2023-06-22T18:15:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10609", "timestamp": "2022-07-13T02:45:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10610", "timestamp": "2022-01-19T04:02:00", "year": 2022, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10611", "timestamp": "2022-09-15T21:43:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10612", "timestamp": "2025-11-27T02:14:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10613", "timestamp": "2023-12-18T02:43:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10614", "timestamp": "2022-01-07T04:03:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10615", "timestamp": "2022-01-05T22:13:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10616", "timestamp": "2023-09-29T05:44:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10617", "timestamp": "2025-02-05T11:26:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10618", "timestamp": "2025-04-06T16:32:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10619", "timestamp": "2025-09-07T21:02:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10620", "timestamp": "2022-05-28T22:00:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10621", "timestamp": "2023-11-11T11:05:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10622", "timestamp": "2022-05-28T05:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10623", "timestamp": "2025-06-12T08:45:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10624", "timestamp": "2024-04-16T18:35:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10625", "timestamp": "2022-09-30T07:23:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10626", "timestamp": "2022-07-15T01:41:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10627", "timestamp": "2024-08-01T16:09:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10628", "timestamp": "2025-02-10T05:53:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10629", "timestamp": "2022-12-07T02:32:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10630", "timestamp": "2024-01-15T04:42:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10631", "timestamp": "2024-10-15T19:35:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10632", "timestamp": "2024-06-17T19:42:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10633", "timestamp": "2023-02-14T02:09:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10634", "timestamp": "2025-05-08T07:05:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10635", "timestamp": "2023-04-25T17:20:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10636", "timestamp": "2024-10-19T22:09:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10637", "timestamp": "2022-01-30T21:12:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10638", "timestamp": "2024-08-11T23:01:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10639", "timestamp": "2025-10-31T21:01:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10640", "timestamp": "2022-11-09T04:22:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10641", "timestamp": "2025-08-25T20:34:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10642", "timestamp": "2023-01-16T16:53:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10643", "timestamp": "2025-03-17T07:37:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10644", "timestamp": "2025-01-02T09:07:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10645", "timestamp": "2022-01-29T09:24:00", "year": 2022, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX4170539041", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4170539041). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10646", "timestamp": "2022-06-06T16:36:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10647", "timestamp": "2022-05-14T19:22:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10648", "timestamp": "2024-07-19T18:32:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10649", "timestamp": "2024-09-15T02:24:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10650", "timestamp": "2022-11-14T16:10:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10651", "timestamp": "2025-08-20T18:59:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10652", "timestamp": "2024-04-07T09:48:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10653", "timestamp": "2025-02-25T19:37:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10654", "timestamp": "2025-12-04T22:56:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10655", "timestamp": "2022-04-30T00:59:00", "year": 2022, "user_query": "I was charged twice on POS for 15000 NGN. How do I dispute? Ref: TRX0255825471", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0255825471). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10656", "timestamp": "2025-05-15T21:31:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10657", "timestamp": "2022-06-22T09:55:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10658", "timestamp": "2025-12-04T13:36:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10659", "timestamp": "2023-12-25T16:27:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10660", "timestamp": "2023-09-14T15:23:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_10661", "timestamp": "2025-07-05T06:42:00", "year": 2025, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7756150638) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10662", "timestamp": "2023-08-12T20:51:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1754033920", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1754033920) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10663", "timestamp": "2023-05-24T18:03:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8762956358) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10664", "timestamp": "2024-05-22T18:32:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10665", "timestamp": "2025-11-29T12:08:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10666", "timestamp": "2023-04-01T20:31:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10667", "timestamp": "2025-04-20T11:06:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10668", "timestamp": "2023-12-18T22:55:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10669", "timestamp": "2024-05-25T23:40:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10670", "timestamp": "2024-06-03T11:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10671", "timestamp": "2025-11-13T15:44:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10672", "timestamp": "2022-07-19T10:07:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10673", "timestamp": "2023-08-19T21:20:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10674", "timestamp": "2024-02-29T03:11:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7389694556", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7389694556) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10675", "timestamp": "2024-04-26T17:19:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10676", "timestamp": "2024-08-25T16:36:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10677", "timestamp": "2025-10-21T22:31:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10678", "timestamp": "2025-06-23T01:52:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10679", "timestamp": "2025-06-24T15:07:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10680", "timestamp": "2023-01-18T20:08:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10681", "timestamp": "2022-10-02T20:42:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10682", "timestamp": "2023-01-02T21:00:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10683", "timestamp": "2022-05-20T00:30:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10684", "timestamp": "2023-09-22T06:32:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10685", "timestamp": "2022-06-09T09:12:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10686", "timestamp": "2024-11-27T20:55:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10687", "timestamp": "2022-01-11T05:14:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10688", "timestamp": "2023-11-15T11:00:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10689", "timestamp": "2024-07-18T15:46:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10690", "timestamp": "2024-01-08T22:30:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10691", "timestamp": "2023-08-14T21:19:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10692", "timestamp": "2024-12-07T22:45:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10693", "timestamp": "2025-01-25T01:37:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10694", "timestamp": "2022-03-02T23:20:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10695", "timestamp": "2024-03-11T13:17:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10696", "timestamp": "2022-10-31T13:55:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10697", "timestamp": "2022-08-30T09:44:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10698", "timestamp": "2022-12-22T03:43:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10699", "timestamp": "2022-01-02T04:56:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10700", "timestamp": "2023-04-07T09:50:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10701", "timestamp": "2025-01-02T23:09:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4168263803", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4168263803) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10702", "timestamp": "2023-03-13T13:12:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10703", "timestamp": "2023-05-15T09:34:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10704", "timestamp": "2025-06-07T01:17:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10705", "timestamp": "2023-08-03T21:05:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10706", "timestamp": "2022-07-28T11:40:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10707", "timestamp": "2022-11-09T07:26:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10708", "timestamp": "2023-06-11T14:11:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10709", "timestamp": "2022-01-28T17:43:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10710", "timestamp": "2023-04-05T05:53:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10711", "timestamp": "2022-03-22T08:32:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10712", "timestamp": "2025-02-26T09:09:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10713", "timestamp": "2024-07-04T12:47:00", "year": 2024, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5961743501) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10714", "timestamp": "2023-10-18T06:52:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10715", "timestamp": "2024-05-31T13:35:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10716", "timestamp": "2025-07-01T11:39:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10717", "timestamp": "2025-08-26T12:32:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10718", "timestamp": "2024-03-28T09:20:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10719", "timestamp": "2023-02-20T21:54:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10720", "timestamp": "2023-07-30T12:04:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10721", "timestamp": "2025-10-25T06:46:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10722", "timestamp": "2022-06-07T21:42:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10723", "timestamp": "2024-05-25T17:05:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10724", "timestamp": "2022-03-27T09:28:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10725", "timestamp": "2024-11-18T03:49:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX4405816970", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10726", "timestamp": "2022-09-07T07:29:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10727", "timestamp": "2024-11-01T10:44:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10728", "timestamp": "2022-03-04T08:03:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10729", "timestamp": "2023-05-31T07:37:00", "year": 2023, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7904618696) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10730", "timestamp": "2023-02-13T10:33:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_10731", "timestamp": "2025-01-23T13:26:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10732", "timestamp": "2023-06-09T21:14:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7968495880) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10733", "timestamp": "2025-01-12T07:41:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10734", "timestamp": "2024-03-03T03:46:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10735", "timestamp": "2023-06-29T09:30:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7323538990", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7323538990). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10736", "timestamp": "2025-07-23T09:05:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10737", "timestamp": "2023-12-23T21:55:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10738", "timestamp": "2025-04-01T11:19:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10739", "timestamp": "2023-12-17T01:17:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10740", "timestamp": "2023-06-25T11:51:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10741", "timestamp": "2024-10-29T07:27:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10742", "timestamp": "2024-04-11T07:22:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10743", "timestamp": "2024-01-04T10:39:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10744", "timestamp": "2025-09-16T18:26:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10745", "timestamp": "2025-02-25T01:50:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10746", "timestamp": "2024-05-06T18:51:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10747", "timestamp": "2024-10-19T00:36:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10748", "timestamp": "2025-05-12T11:43:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10749", "timestamp": "2022-10-31T06:42:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10750", "timestamp": "2023-05-17T05:38:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10751", "timestamp": "2024-03-27T02:51:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10752", "timestamp": "2025-07-15T09:24:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10753", "timestamp": "2022-07-09T17:56:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10754", "timestamp": "2022-04-23T14:21:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10755", "timestamp": "2024-02-15T05:34:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10756", "timestamp": "2023-09-13T16:40:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10757", "timestamp": "2025-08-15T06:04:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10758", "timestamp": "2024-08-13T01:34:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10759", "timestamp": "2023-06-09T05:58:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10760", "timestamp": "2022-01-28T11:39:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10761", "timestamp": "2023-11-16T00:47:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10762", "timestamp": "2024-04-03T04:12:00", "year": 2024, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7635964840", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10763", "timestamp": "2024-06-27T03:56:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0468899444) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10764", "timestamp": "2022-04-26T03:07:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10765", "timestamp": "2025-09-11T19:49:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10766", "timestamp": "2022-07-26T12:59:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10767", "timestamp": "2024-04-04T19:13:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10768", "timestamp": "2023-03-30T06:16:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10769", "timestamp": "2023-05-08T15:26:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10770", "timestamp": "2022-04-25T15:39:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2543939005) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10771", "timestamp": "2024-02-14T14:08:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7570493829", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7570493829) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10772", "timestamp": "2022-04-28T19:54:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10773", "timestamp": "2025-05-09T07:02:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10774", "timestamp": "2022-10-14T09:41:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2156490207", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2156490207) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10775", "timestamp": "2025-09-09T18:07:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10776", "timestamp": "2023-02-05T06:18:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10777", "timestamp": "2023-06-19T06:06:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10778", "timestamp": "2024-01-16T04:42:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10779", "timestamp": "2023-02-25T16:46:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10780", "timestamp": "2023-11-18T04:47:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10781", "timestamp": "2023-05-03T00:34:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10782", "timestamp": "2022-12-20T21:54:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10783", "timestamp": "2025-03-28T15:08:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10784", "timestamp": "2025-06-14T08:57:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10785", "timestamp": "2024-03-07T00:56:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10786", "timestamp": "2022-10-30T19:09:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10787", "timestamp": "2022-12-02T12:36:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10788", "timestamp": "2023-01-17T17:37:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10789", "timestamp": "2024-04-13T17:25:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10790", "timestamp": "2024-08-22T18:22:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10791", "timestamp": "2023-08-31T17:56:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10792", "timestamp": "2025-01-25T17:53:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10793", "timestamp": "2022-12-19T12:42:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10794", "timestamp": "2025-09-14T11:37:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10795", "timestamp": "2023-11-19T12:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10796", "timestamp": "2025-12-15T01:58:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10797", "timestamp": "2023-08-21T17:27:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10798", "timestamp": "2022-02-22T17:33:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10799", "timestamp": "2022-08-07T09:52:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10800", "timestamp": "2025-11-09T17:09:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10801", "timestamp": "2022-06-13T17:19:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10802", "timestamp": "2022-09-09T09:53:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10803", "timestamp": "2024-08-13T04:25:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10804", "timestamp": "2024-05-24T10:49:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3394119709", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3394119709) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10805", "timestamp": "2024-06-29T12:27:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10806", "timestamp": "2025-03-12T22:02:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10807", "timestamp": "2023-04-15T22:30:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10808", "timestamp": "2025-10-15T18:04:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_10809", "timestamp": "2023-01-19T06:11:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10810", "timestamp": "2023-12-06T02:06:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_10811", "timestamp": "2025-11-05T04:51:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10812", "timestamp": "2025-03-16T16:24:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10813", "timestamp": "2024-11-25T19:20:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10814", "timestamp": "2024-03-26T05:54:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10815", "timestamp": "2025-06-29T08:46:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10816", "timestamp": "2023-09-27T15:16:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10817", "timestamp": "2023-12-10T10:32:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10818", "timestamp": "2022-05-14T07:28:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10819", "timestamp": "2024-03-06T19:31:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10820", "timestamp": "2023-07-06T05:27:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10821", "timestamp": "2022-09-23T13:23:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10822", "timestamp": "2023-12-31T06:44:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2884550204) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10823", "timestamp": "2025-01-09T23:39:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10824", "timestamp": "2024-09-30T08:46:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10825", "timestamp": "2024-01-05T16:43:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10826", "timestamp": "2022-03-26T02:59:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10827", "timestamp": "2024-02-22T20:45:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10828", "timestamp": "2025-11-10T10:31:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10829", "timestamp": "2024-11-14T17:45:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10830", "timestamp": "2023-01-26T02:54:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10831", "timestamp": "2022-08-08T17:05:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10832", "timestamp": "2025-05-10T23:09:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10833", "timestamp": "2022-11-27T23:35:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10834", "timestamp": "2023-11-26T01:29:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10835", "timestamp": "2025-01-27T12:19:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10836", "timestamp": "2024-03-27T02:57:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10837", "timestamp": "2022-07-09T20:35:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10838", "timestamp": "2025-06-15T12:30:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10839", "timestamp": "2023-10-23T11:23:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10840", "timestamp": "2024-12-30T16:10:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10841", "timestamp": "2024-09-13T05:35:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10842", "timestamp": "2023-10-12T17:50:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10843", "timestamp": "2024-05-09T01:25:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10844", "timestamp": "2024-09-20T16:13:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10845", "timestamp": "2022-04-14T04:41:00", "year": 2022, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX0261655911", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10846", "timestamp": "2024-05-26T07:22:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10847", "timestamp": "2025-07-31T02:32:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10848", "timestamp": "2024-03-31T22:57:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10849", "timestamp": "2025-11-19T10:54:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10850", "timestamp": "2024-07-19T11:48:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10851", "timestamp": "2024-10-19T06:36:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10852", "timestamp": "2022-09-19T16:25:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10853", "timestamp": "2023-05-22T02:42:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10854", "timestamp": "2022-05-02T00:38:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8666810682). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10855", "timestamp": "2024-09-21T18:29:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7522446740). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10856", "timestamp": "2024-01-24T22:49:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10857", "timestamp": "2024-10-31T08:47:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10858", "timestamp": "2025-07-09T21:46:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10859", "timestamp": "2024-06-07T01:00:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10860", "timestamp": "2024-05-14T23:25:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10861", "timestamp": "2025-04-02T22:14:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10862", "timestamp": "2024-12-22T13:57:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX4565354526", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4565354526). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10863", "timestamp": "2024-02-25T03:20:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10864", "timestamp": "2022-07-31T13:24:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10865", "timestamp": "2025-07-27T03:00:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10866", "timestamp": "2023-03-30T16:21:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10867", "timestamp": "2024-04-23T13:30:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10868", "timestamp": "2024-02-29T11:48:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10869", "timestamp": "2023-02-18T00:23:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10870", "timestamp": "2023-01-13T06:51:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10871", "timestamp": "2022-03-18T16:16:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10872", "timestamp": "2024-07-03T20:06:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10873", "timestamp": "2022-11-02T05:35:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10874", "timestamp": "2024-06-26T17:25:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10875", "timestamp": "2024-01-20T22:01:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10876", "timestamp": "2024-03-26T09:59:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10877", "timestamp": "2023-06-22T10:15:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10878", "timestamp": "2025-08-08T05:48:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10879", "timestamp": "2022-01-07T18:46:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10880", "timestamp": "2025-03-09T09:38:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10881", "timestamp": "2025-02-10T18:54:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX8926120083", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10882", "timestamp": "2022-11-22T11:12:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10883", "timestamp": "2025-05-07T00:28:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10884", "timestamp": "2025-01-08T20:08:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10885", "timestamp": "2025-10-08T11:27:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10886", "timestamp": "2022-05-14T14:31:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10887", "timestamp": "2025-09-30T05:36:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10888", "timestamp": "2022-08-27T00:09:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10889", "timestamp": "2024-07-15T07:55:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10890", "timestamp": "2024-09-27T09:21:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10891", "timestamp": "2024-11-28T09:52:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_10892", "timestamp": "2023-09-05T10:01:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10893", "timestamp": "2025-10-05T04:39:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10894", "timestamp": "2025-08-21T21:17:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10895", "timestamp": "2024-02-26T22:07:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10896", "timestamp": "2022-01-01T09:50:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0250323569) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10897", "timestamp": "2024-03-09T19:25:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10898", "timestamp": "2024-03-17T15:30:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10899", "timestamp": "2022-12-07T06:40:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10900", "timestamp": "2022-01-31T06:57:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10901", "timestamp": "2025-08-25T01:42:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10902", "timestamp": "2023-10-12T00:05:00", "year": 2023, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8781675113) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10903", "timestamp": "2022-11-23T16:34:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10904", "timestamp": "2024-01-16T19:06:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10905", "timestamp": "2023-07-27T19:21:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10906", "timestamp": "2024-03-04T17:39:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_10907", "timestamp": "2023-01-07T22:19:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10908", "timestamp": "2025-08-30T05:51:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_10909", "timestamp": "2022-01-03T17:54:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10910", "timestamp": "2022-02-13T06:48:00", "year": 2022, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX7640857620", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7640857620). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10911", "timestamp": "2024-03-11T04:35:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10912", "timestamp": "2025-08-29T12:56:00", "year": 2025, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX9023674624", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10913", "timestamp": "2024-12-27T14:32:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10914", "timestamp": "2023-05-14T09:08:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10915", "timestamp": "2024-12-27T12:27:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3714474744) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10916", "timestamp": "2025-01-20T15:49:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10917", "timestamp": "2022-11-19T20:19:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10918", "timestamp": "2022-04-14T21:19:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10919", "timestamp": "2022-12-18T20:21:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10920", "timestamp": "2022-08-23T07:47:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_10921", "timestamp": "2024-12-16T01:41:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10922", "timestamp": "2024-12-26T11:59:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10923", "timestamp": "2022-11-26T19:08:00", "year": 2022, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10924", "timestamp": "2023-01-31T09:01:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10925", "timestamp": "2023-07-24T08:30:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10926", "timestamp": "2025-09-09T20:29:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10927", "timestamp": "2022-06-21T07:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10928", "timestamp": "2024-03-19T02:43:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10929", "timestamp": "2024-08-20T09:15:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_10930", "timestamp": "2023-08-21T08:07:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10931", "timestamp": "2022-04-23T19:11:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10932", "timestamp": "2023-04-27T15:22:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10933", "timestamp": "2024-04-10T06:21:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10934", "timestamp": "2023-01-28T21:25:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10935", "timestamp": "2025-03-06T12:52:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10936", "timestamp": "2022-07-10T13:19:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10937", "timestamp": "2023-05-09T03:27:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10938", "timestamp": "2024-04-21T15:33:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10939", "timestamp": "2024-07-15T23:20:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10940", "timestamp": "2025-09-02T09:27:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0032487587). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10941", "timestamp": "2025-12-06T10:35:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10942", "timestamp": "2025-10-31T10:38:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10943", "timestamp": "2024-05-02T07:51:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10944", "timestamp": "2025-03-22T00:58:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1817694218) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10945", "timestamp": "2024-10-15T01:50:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10946", "timestamp": "2024-01-22T14:00:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10947", "timestamp": "2024-06-05T05:01:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10948", "timestamp": "2023-07-08T18:21:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_10949", "timestamp": "2024-01-15T02:32:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10950", "timestamp": "2023-10-26T09:03:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10951", "timestamp": "2025-05-14T17:53:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10952", "timestamp": "2024-03-20T23:55:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10953", "timestamp": "2023-07-31T04:20:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1202652501). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_10954", "timestamp": "2022-03-14T01:47:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_10955", "timestamp": "2024-01-09T09:13:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10956", "timestamp": "2023-02-28T22:46:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10957", "timestamp": "2025-11-24T06:23:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10958", "timestamp": "2023-12-27T04:16:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10959", "timestamp": "2023-05-14T02:25:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10960", "timestamp": "2022-04-28T01:00:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10961", "timestamp": "2024-06-12T01:34:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_10962", "timestamp": "2025-10-11T06:04:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_10963", "timestamp": "2023-06-19T02:45:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10964", "timestamp": "2025-12-03T08:31:00", "year": 2025, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0926312736) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10965", "timestamp": "2025-04-30T19:14:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10966", "timestamp": "2023-09-04T18:56:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10967", "timestamp": "2024-12-12T08:33:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10968", "timestamp": "2022-10-31T22:04:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10969", "timestamp": "2023-03-01T05:18:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3332867681", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3332867681) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10970", "timestamp": "2023-01-28T06:05:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_10971", "timestamp": "2022-06-04T06:08:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10972", "timestamp": "2025-04-13T17:22:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_10973", "timestamp": "2023-02-06T18:23:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10974", "timestamp": "2022-01-28T13:29:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_10975", "timestamp": "2025-04-01T07:20:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10976", "timestamp": "2025-05-25T11:02:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_10977", "timestamp": "2023-08-24T19:44:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10978", "timestamp": "2023-03-06T16:41:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5340524792) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_10979", "timestamp": "2022-08-30T12:08:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_10980", "timestamp": "2022-10-17T10:34:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10981", "timestamp": "2023-07-02T09:20:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_10982", "timestamp": "2024-06-29T20:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_10983", "timestamp": "2025-06-11T07:12:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10984", "timestamp": "2024-07-24T01:39:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10985", "timestamp": "2025-08-11T13:03:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_10986", "timestamp": "2022-12-10T12:04:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10987", "timestamp": "2024-05-06T04:31:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_10988", "timestamp": "2025-11-15T12:32:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_10989", "timestamp": "2022-12-01T16:14:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10990", "timestamp": "2024-04-06T20:03:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_10991", "timestamp": "2022-04-24T19:43:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10992", "timestamp": "2022-11-05T21:40:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_10993", "timestamp": "2022-09-09T22:24:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_10994", "timestamp": "2025-07-04T05:22:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10995", "timestamp": "2023-01-04T12:21:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_10996", "timestamp": "2024-08-27T15:10:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_10997", "timestamp": "2024-03-05T23:53:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_10998", "timestamp": "2025-04-23T12:55:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_10999", "timestamp": "2023-03-18T23:56:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11000", "timestamp": "2022-12-18T13:04:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11001", "timestamp": "2022-05-07T22:23:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11002", "timestamp": "2023-10-11T04:37:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11003", "timestamp": "2023-09-16T06:51:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6283707363) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11004", "timestamp": "2025-11-17T15:31:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11005", "timestamp": "2022-09-09T09:49:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11006", "timestamp": "2024-02-10T04:08:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11007", "timestamp": "2023-08-10T01:59:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11008", "timestamp": "2024-09-16T00:47:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11009", "timestamp": "2024-01-11T21:25:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2325342320) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11010", "timestamp": "2022-03-22T04:38:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11011", "timestamp": "2024-04-05T01:12:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11012", "timestamp": "2024-09-16T14:50:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11013", "timestamp": "2022-07-26T13:21:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11014", "timestamp": "2023-10-15T08:15:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_11015", "timestamp": "2025-06-23T22:47:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11016", "timestamp": "2025-04-25T12:34:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11017", "timestamp": "2022-02-13T13:34:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11018", "timestamp": "2022-06-08T01:52:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11019", "timestamp": "2025-08-22T18:34:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11020", "timestamp": "2025-03-14T15:02:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11021", "timestamp": "2023-03-16T16:54:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11022", "timestamp": "2024-05-05T16:48:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11023", "timestamp": "2025-07-01T17:13:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4489563421", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4489563421) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11024", "timestamp": "2025-06-29T16:22:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11025", "timestamp": "2023-04-01T23:35:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11026", "timestamp": "2024-11-01T03:12:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11027", "timestamp": "2024-12-05T18:15:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11028", "timestamp": "2022-07-11T22:36:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7425841045", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7425841045) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11029", "timestamp": "2025-06-27T16:04:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11030", "timestamp": "2025-02-28T09:30:00", "year": 2025, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1546659565) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11031", "timestamp": "2024-03-19T03:23:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11032", "timestamp": "2022-04-10T15:23:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2391600761) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11033", "timestamp": "2022-08-19T21:05:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11034", "timestamp": "2024-06-07T09:32:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4245014482) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11035", "timestamp": "2024-04-17T16:16:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11036", "timestamp": "2024-09-20T19:50:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11037", "timestamp": "2022-11-01T21:27:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11038", "timestamp": "2024-03-19T17:32:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11039", "timestamp": "2025-12-27T08:36:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11040", "timestamp": "2024-10-17T09:26:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11041", "timestamp": "2024-02-04T04:27:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11042", "timestamp": "2025-10-12T21:19:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11043", "timestamp": "2025-01-06T19:41:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11044", "timestamp": "2024-03-01T17:29:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11045", "timestamp": "2025-01-02T21:55:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11046", "timestamp": "2024-10-16T16:43:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11047", "timestamp": "2023-09-08T05:52:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11048", "timestamp": "2022-07-17T22:29:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11049", "timestamp": "2024-04-20T19:36:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11050", "timestamp": "2024-11-16T02:32:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11051", "timestamp": "2022-01-01T10:14:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11052", "timestamp": "2022-05-23T01:17:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11053", "timestamp": "2024-08-14T00:16:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11054", "timestamp": "2024-10-19T08:03:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11055", "timestamp": "2022-03-29T17:48:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11056", "timestamp": "2022-09-07T12:15:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11057", "timestamp": "2023-09-30T17:07:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11058", "timestamp": "2022-06-22T00:18:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11059", "timestamp": "2024-06-02T18:30:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11060", "timestamp": "2023-10-30T14:12:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11061", "timestamp": "2025-09-14T07:52:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11062", "timestamp": "2022-02-12T02:46:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11063", "timestamp": "2024-10-28T11:36:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11064", "timestamp": "2025-05-24T09:25:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11065", "timestamp": "2023-06-25T02:38:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11066", "timestamp": "2022-09-13T19:14:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11067", "timestamp": "2023-04-28T20:33:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11068", "timestamp": "2023-02-26T09:00:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11069", "timestamp": "2024-04-11T15:12:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11070", "timestamp": "2022-12-21T17:39:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11071", "timestamp": "2024-07-29T17:13:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11072", "timestamp": "2023-01-30T12:10:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11073", "timestamp": "2025-12-06T14:56:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11074", "timestamp": "2022-12-19T11:21:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11075", "timestamp": "2023-02-24T07:29:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0531147082). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11076", "timestamp": "2024-07-27T10:13:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11077", "timestamp": "2024-04-20T09:37:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11078", "timestamp": "2024-07-27T18:45:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11079", "timestamp": "2024-01-25T10:08:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11080", "timestamp": "2023-06-02T06:29:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11081", "timestamp": "2022-11-06T11:55:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11082", "timestamp": "2025-10-12T08:41:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11083", "timestamp": "2024-07-31T07:00:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11084", "timestamp": "2022-07-03T06:41:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11085", "timestamp": "2022-03-11T14:59:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11086", "timestamp": "2023-09-27T21:15:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11087", "timestamp": "2025-01-04T07:32:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11088", "timestamp": "2024-12-19T18:43:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11089", "timestamp": "2025-07-11T03:45:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11090", "timestamp": "2024-05-16T22:20:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11091", "timestamp": "2025-01-26T15:09:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11092", "timestamp": "2024-06-19T00:14:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11093", "timestamp": "2025-09-03T22:23:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11094", "timestamp": "2024-08-01T14:24:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11095", "timestamp": "2025-03-13T05:28:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5742787426", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX5742787426) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11096", "timestamp": "2022-06-03T19:51:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11097", "timestamp": "2024-09-08T10:31:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11098", "timestamp": "2025-04-12T11:58:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11099", "timestamp": "2022-07-26T08:30:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11100", "timestamp": "2023-11-27T05:05:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11101", "timestamp": "2025-05-04T16:27:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11102", "timestamp": "2024-07-12T23:07:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11103", "timestamp": "2023-03-17T19:34:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11104", "timestamp": "2024-02-15T10:17:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11105", "timestamp": "2025-04-28T02:06:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11106", "timestamp": "2022-08-31T11:19:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11107", "timestamp": "2024-07-29T10:40:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11108", "timestamp": "2022-09-27T00:18:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11109", "timestamp": "2025-09-26T10:57:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11110", "timestamp": "2024-12-30T15:01:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2982729887) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11111", "timestamp": "2025-09-03T00:18:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11112", "timestamp": "2023-10-23T08:48:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11113", "timestamp": "2024-09-02T21:49:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11114", "timestamp": "2023-07-30T07:05:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9552980430). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11115", "timestamp": "2024-02-03T21:34:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11116", "timestamp": "2025-12-04T12:55:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11117", "timestamp": "2023-03-02T14:25:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11118", "timestamp": "2025-04-05T21:59:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8708341911) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11119", "timestamp": "2024-11-17T09:39:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11120", "timestamp": "2024-10-01T13:33:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11121", "timestamp": "2025-04-19T09:57:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11122", "timestamp": "2025-01-21T09:36:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6785949783) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11123", "timestamp": "2022-04-10T10:44:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11124", "timestamp": "2023-04-01T18:15:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11125", "timestamp": "2024-12-17T12:04:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11126", "timestamp": "2025-12-16T23:25:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1589553977", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1589553977) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11127", "timestamp": "2024-12-04T01:20:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11128", "timestamp": "2022-01-03T23:01:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11129", "timestamp": "2025-02-21T19:27:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11130", "timestamp": "2025-08-15T18:32:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11131", "timestamp": "2022-06-29T15:08:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8622157179). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11132", "timestamp": "2024-06-09T17:19:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11133", "timestamp": "2023-02-19T00:19:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9135198414", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9135198414) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11134", "timestamp": "2022-12-24T15:29:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11135", "timestamp": "2022-09-05T10:16:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1907431436", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1907431436) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11136", "timestamp": "2023-01-16T10:53:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11137", "timestamp": "2025-11-08T02:02:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11138", "timestamp": "2023-09-02T11:27:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11139", "timestamp": "2023-06-11T22:01:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11140", "timestamp": "2023-12-21T19:41:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11141", "timestamp": "2022-08-02T17:08:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11142", "timestamp": "2022-11-14T15:13:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11143", "timestamp": "2022-07-15T02:14:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11144", "timestamp": "2024-11-18T16:11:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11145", "timestamp": "2025-12-16T06:53:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11146", "timestamp": "2023-01-15T12:54:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4681209156). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11147", "timestamp": "2023-08-04T17:08:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11148", "timestamp": "2024-11-13T00:45:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11149", "timestamp": "2022-05-13T00:27:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11150", "timestamp": "2022-08-04T18:19:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11151", "timestamp": "2023-11-27T21:43:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11152", "timestamp": "2025-08-23T12:17:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11153", "timestamp": "2024-07-28T19:04:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11154", "timestamp": "2025-03-13T11:53:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11155", "timestamp": "2022-08-13T08:56:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11156", "timestamp": "2022-04-27T11:01:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11157", "timestamp": "2024-10-17T00:18:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11158", "timestamp": "2024-03-31T12:46:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11159", "timestamp": "2023-06-27T15:24:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11160", "timestamp": "2022-02-03T19:21:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5973472578) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11161", "timestamp": "2023-07-17T14:46:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11162", "timestamp": "2022-12-02T20:10:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11163", "timestamp": "2025-12-31T13:53:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11164", "timestamp": "2023-06-03T23:47:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11165", "timestamp": "2023-12-07T12:25:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11166", "timestamp": "2024-05-16T19:39:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0328313490) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11167", "timestamp": "2022-07-17T17:25:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11168", "timestamp": "2023-05-29T09:42:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11169", "timestamp": "2022-04-25T08:52:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11170", "timestamp": "2022-08-02T08:24:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11171", "timestamp": "2023-10-01T18:31:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11172", "timestamp": "2025-10-09T13:47:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11173", "timestamp": "2023-02-18T22:17:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11174", "timestamp": "2024-02-09T09:57:00", "year": 2024, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11175", "timestamp": "2022-02-20T18:23:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11176", "timestamp": "2025-10-04T00:01:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11177", "timestamp": "2022-02-26T14:57:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11178", "timestamp": "2023-01-19T01:02:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11179", "timestamp": "2024-10-23T07:20:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11180", "timestamp": "2023-10-06T14:21:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11181", "timestamp": "2022-10-26T09:33:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11182", "timestamp": "2022-01-12T13:49:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11183", "timestamp": "2023-10-11T04:56:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11184", "timestamp": "2025-03-19T19:01:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11185", "timestamp": "2023-09-27T22:10:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11186", "timestamp": "2024-06-13T09:10:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11187", "timestamp": "2024-03-17T00:44:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11188", "timestamp": "2023-04-25T13:14:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11189", "timestamp": "2023-01-19T02:18:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11190", "timestamp": "2025-02-02T00:12:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11191", "timestamp": "2024-12-05T11:39:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11192", "timestamp": "2022-10-12T17:06:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11193", "timestamp": "2022-05-24T18:32:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11194", "timestamp": "2023-05-03T15:30:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11195", "timestamp": "2024-12-02T23:10:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11196", "timestamp": "2022-04-06T15:05:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11197", "timestamp": "2024-07-21T07:14:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6358081848) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11198", "timestamp": "2023-07-24T20:36:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11199", "timestamp": "2025-11-26T19:29:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11200", "timestamp": "2023-08-28T00:54:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11201", "timestamp": "2025-11-24T20:14:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11202", "timestamp": "2022-02-05T20:22:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11203", "timestamp": "2022-01-18T13:53:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11204", "timestamp": "2022-10-05T05:12:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11205", "timestamp": "2025-12-12T16:43:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11206", "timestamp": "2023-11-03T11:31:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11207", "timestamp": "2025-09-22T19:01:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11208", "timestamp": "2025-09-04T23:28:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11209", "timestamp": "2025-12-27T13:45:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11210", "timestamp": "2022-05-08T07:03:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11211", "timestamp": "2025-09-12T04:31:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11212", "timestamp": "2024-08-29T06:15:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11213", "timestamp": "2022-05-04T18:13:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8717004753", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8717004753) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11214", "timestamp": "2024-07-03T03:40:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11215", "timestamp": "2023-07-06T23:15:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11216", "timestamp": "2024-06-03T00:37:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11217", "timestamp": "2022-02-08T05:47:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11218", "timestamp": "2022-10-15T03:28:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2198309613", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2198309613) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11219", "timestamp": "2023-12-04T05:10:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11220", "timestamp": "2024-03-03T21:18:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11221", "timestamp": "2022-08-21T19:36:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11222", "timestamp": "2024-12-22T09:57:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11223", "timestamp": "2025-06-30T20:08:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11224", "timestamp": "2023-10-18T14:00:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11225", "timestamp": "2025-03-19T17:54:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11226", "timestamp": "2024-12-23T13:26:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11227", "timestamp": "2025-12-03T05:01:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11228", "timestamp": "2022-05-02T11:42:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11229", "timestamp": "2022-02-19T15:18:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11230", "timestamp": "2022-08-08T08:46:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11231", "timestamp": "2023-08-02T17:09:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11232", "timestamp": "2023-06-13T03:06:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11233", "timestamp": "2025-05-19T09:13:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11234", "timestamp": "2023-06-28T21:18:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11235", "timestamp": "2022-12-07T16:35:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11236", "timestamp": "2023-02-27T22:54:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11237", "timestamp": "2025-11-06T19:47:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11238", "timestamp": "2025-09-01T19:38:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11239", "timestamp": "2022-10-15T22:02:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11240", "timestamp": "2025-04-01T22:13:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11241", "timestamp": "2024-06-19T03:47:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11242", "timestamp": "2024-01-17T04:52:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11243", "timestamp": "2024-04-06T10:40:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11244", "timestamp": "2025-12-04T15:36:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11245", "timestamp": "2024-07-30T09:50:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11246", "timestamp": "2024-01-02T15:03:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11247", "timestamp": "2023-12-10T01:36:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1304506712", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1304506712) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11248", "timestamp": "2025-03-29T19:00:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11249", "timestamp": "2024-12-19T22:03:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11250", "timestamp": "2023-07-26T10:57:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11251", "timestamp": "2024-10-30T06:09:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11252", "timestamp": "2022-05-31T08:39:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8572227773) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11253", "timestamp": "2023-12-09T20:03:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11254", "timestamp": "2025-01-28T07:48:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11255", "timestamp": "2024-05-13T08:15:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11256", "timestamp": "2023-11-16T14:34:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11257", "timestamp": "2023-03-01T21:33:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX4786314074) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11258", "timestamp": "2025-02-14T00:40:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11259", "timestamp": "2022-08-17T09:12:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11260", "timestamp": "2024-06-04T05:43:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11261", "timestamp": "2022-09-29T10:13:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11262", "timestamp": "2025-07-28T00:55:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11263", "timestamp": "2025-11-21T20:55:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11264", "timestamp": "2025-09-05T18:28:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11265", "timestamp": "2025-01-09T18:00:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11266", "timestamp": "2024-11-12T19:57:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11267", "timestamp": "2023-04-21T08:34:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11268", "timestamp": "2022-10-13T04:08:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11269", "timestamp": "2023-11-15T00:43:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11270", "timestamp": "2024-09-20T22:19:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11271", "timestamp": "2022-08-08T00:43:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11272", "timestamp": "2022-09-03T13:32:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_11273", "timestamp": "2023-07-10T19:01:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11274", "timestamp": "2023-05-04T19:00:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11275", "timestamp": "2024-12-31T04:28:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11276", "timestamp": "2022-09-07T10:14:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11277", "timestamp": "2022-10-16T23:47:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11278", "timestamp": "2023-04-21T00:54:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11279", "timestamp": "2023-06-30T16:31:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11280", "timestamp": "2022-09-08T16:14:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11281", "timestamp": "2025-03-10T10:54:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11282", "timestamp": "2023-03-21T12:11:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11283", "timestamp": "2025-03-17T20:34:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11284", "timestamp": "2025-06-29T01:24:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11285", "timestamp": "2025-06-19T04:33:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11286", "timestamp": "2022-11-28T11:13:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11287", "timestamp": "2022-09-30T00:39:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11288", "timestamp": "2025-12-15T11:08:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11289", "timestamp": "2024-11-29T02:34:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11290", "timestamp": "2024-09-30T02:01:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11291", "timestamp": "2025-06-07T17:20:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11292", "timestamp": "2022-12-12T06:06:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11293", "timestamp": "2025-04-09T16:01:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2805639448", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2805639448) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11294", "timestamp": "2023-02-19T11:28:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11295", "timestamp": "2024-09-16T06:54:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11296", "timestamp": "2025-08-18T07:00:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11297", "timestamp": "2022-01-03T05:07:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11298", "timestamp": "2023-01-04T22:50:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11299", "timestamp": "2023-10-25T02:02:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11300", "timestamp": "2025-08-12T09:31:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11301", "timestamp": "2024-04-21T01:33:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11302", "timestamp": "2023-09-02T19:38:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11303", "timestamp": "2022-10-04T14:27:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11304", "timestamp": "2024-07-30T01:41:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11305", "timestamp": "2023-03-29T10:06:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11306", "timestamp": "2022-10-28T13:38:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11307", "timestamp": "2023-03-13T03:46:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX0946508047", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0946508047). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11308", "timestamp": "2025-08-31T22:46:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11309", "timestamp": "2022-11-25T12:47:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11310", "timestamp": "2024-04-06T20:31:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11311", "timestamp": "2023-04-19T14:21:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11312", "timestamp": "2024-04-23T11:54:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11313", "timestamp": "2024-11-01T14:05:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11314", "timestamp": "2022-11-18T22:40:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11315", "timestamp": "2025-09-20T14:47:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11316", "timestamp": "2022-02-25T02:38:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11317", "timestamp": "2023-04-20T22:32:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX5920356534", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11318", "timestamp": "2025-05-04T11:16:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11319", "timestamp": "2024-08-28T16:18:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11320", "timestamp": "2022-11-30T00:09:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11321", "timestamp": "2025-06-13T17:33:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11322", "timestamp": "2024-11-06T20:26:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11323", "timestamp": "2023-07-17T06:00:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11324", "timestamp": "2025-09-28T00:12:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11325", "timestamp": "2025-09-04T16:16:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11326", "timestamp": "2024-05-11T12:27:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11327", "timestamp": "2024-07-13T20:10:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11328", "timestamp": "2025-07-13T19:55:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11329", "timestamp": "2022-01-30T05:26:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11330", "timestamp": "2023-02-06T20:25:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11331", "timestamp": "2025-02-28T01:09:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11332", "timestamp": "2025-06-23T09:19:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11333", "timestamp": "2025-09-11T14:15:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11334", "timestamp": "2024-12-20T10:55:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX1743349665", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1743349665). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11335", "timestamp": "2022-06-29T08:39:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11336", "timestamp": "2025-07-06T15:31:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11337", "timestamp": "2022-12-08T09:30:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11338", "timestamp": "2023-05-09T02:40:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11339", "timestamp": "2022-08-12T05:01:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11340", "timestamp": "2022-10-08T05:22:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11341", "timestamp": "2024-06-21T18:59:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11342", "timestamp": "2025-04-05T02:41:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11343", "timestamp": "2025-05-29T02:19:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11344", "timestamp": "2024-03-29T11:16:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11345", "timestamp": "2022-09-22T11:15:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11346", "timestamp": "2022-07-11T05:38:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11347", "timestamp": "2023-10-12T18:48:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11348", "timestamp": "2024-03-03T03:11:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11349", "timestamp": "2023-07-02T14:33:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11350", "timestamp": "2022-07-28T19:50:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11351", "timestamp": "2025-05-02T21:54:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11352", "timestamp": "2022-09-01T04:30:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6959650805). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11353", "timestamp": "2022-11-04T00:37:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11354", "timestamp": "2025-12-19T12:03:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11355", "timestamp": "2025-07-23T23:57:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11356", "timestamp": "2023-05-23T17:43:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11357", "timestamp": "2023-11-30T06:05:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11358", "timestamp": "2022-05-16T09:21:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11359", "timestamp": "2024-06-04T13:25:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11360", "timestamp": "2022-12-31T07:41:00", "year": 2022, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX0764032001) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11361", "timestamp": "2023-06-17T11:33:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11362", "timestamp": "2025-05-07T05:28:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0825215200). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11363", "timestamp": "2022-10-09T11:02:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11364", "timestamp": "2022-08-12T02:58:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11365", "timestamp": "2023-11-12T01:23:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11366", "timestamp": "2025-10-31T10:06:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9313882867) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11367", "timestamp": "2023-08-07T04:11:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11368", "timestamp": "2023-06-17T15:58:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11369", "timestamp": "2025-11-21T11:34:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11370", "timestamp": "2023-10-25T05:37:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11371", "timestamp": "2023-03-05T12:58:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11372", "timestamp": "2024-04-22T03:48:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11373", "timestamp": "2024-01-10T02:30:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11374", "timestamp": "2022-12-21T18:02:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11375", "timestamp": "2024-11-26T21:34:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11376", "timestamp": "2025-01-23T23:08:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11377", "timestamp": "2025-12-19T06:09:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11378", "timestamp": "2025-05-28T21:28:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11379", "timestamp": "2024-11-22T16:53:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11380", "timestamp": "2023-11-07T04:53:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2392430759", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2392430759) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11381", "timestamp": "2025-01-22T22:18:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11382", "timestamp": "2025-03-10T21:02:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11383", "timestamp": "2024-03-03T04:12:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11384", "timestamp": "2025-09-15T22:25:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11385", "timestamp": "2024-07-20T22:48:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11386", "timestamp": "2022-04-30T23:54:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7715033484) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11387", "timestamp": "2022-01-19T15:39:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11388", "timestamp": "2024-11-25T13:50:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11389", "timestamp": "2023-01-16T05:32:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11390", "timestamp": "2022-07-04T06:59:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11391", "timestamp": "2024-07-09T18:53:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11392", "timestamp": "2023-06-07T09:08:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11393", "timestamp": "2023-03-23T14:57:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11394", "timestamp": "2025-02-22T04:30:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11395", "timestamp": "2025-02-25T21:38:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11396", "timestamp": "2022-09-13T21:14:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11397", "timestamp": "2024-12-30T09:28:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11398", "timestamp": "2023-02-09T22:30:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11399", "timestamp": "2022-05-08T18:06:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11400", "timestamp": "2024-03-17T12:38:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11401", "timestamp": "2022-03-12T16:38:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11402", "timestamp": "2023-04-12T04:40:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11403", "timestamp": "2024-10-30T19:52:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11404", "timestamp": "2023-06-30T15:53:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11405", "timestamp": "2022-08-08T15:42:00", "year": 2022, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX2346680465) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11406", "timestamp": "2023-01-10T23:25:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11407", "timestamp": "2022-07-18T07:28:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11408", "timestamp": "2022-06-08T06:49:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11409", "timestamp": "2022-09-11T20:39:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX7866815739", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7866815739). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11410", "timestamp": "2023-01-01T04:18:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11411", "timestamp": "2024-05-01T20:01:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11412", "timestamp": "2023-09-30T07:10:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11413", "timestamp": "2024-10-10T16:06:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11414", "timestamp": "2025-03-29T18:59:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11415", "timestamp": "2025-06-11T16:50:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11416", "timestamp": "2025-05-06T08:28:00", "year": 2025, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4067381203) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11417", "timestamp": "2025-06-26T16:42:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11418", "timestamp": "2022-05-27T07:31:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11419", "timestamp": "2024-11-14T20:12:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11420", "timestamp": "2025-09-20T04:40:00", "year": 2025, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3235830376) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11421", "timestamp": "2023-10-26T00:29:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11422", "timestamp": "2024-08-21T05:16:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11423", "timestamp": "2022-03-21T05:32:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11424", "timestamp": "2022-08-30T05:33:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11425", "timestamp": "2024-07-12T16:36:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11426", "timestamp": "2025-02-18T03:51:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11427", "timestamp": "2024-06-07T16:47:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX1479412677", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1479412677). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11428", "timestamp": "2023-09-08T12:34:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11429", "timestamp": "2023-08-31T12:16:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11430", "timestamp": "2023-09-26T14:49:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11431", "timestamp": "2022-05-31T12:38:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11432", "timestamp": "2023-02-08T07:39:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11433", "timestamp": "2023-09-03T16:53:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11434", "timestamp": "2022-08-22T20:08:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1496641273) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11435", "timestamp": "2022-09-13T22:20:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11436", "timestamp": "2024-12-12T23:48:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11437", "timestamp": "2023-11-18T17:45:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11438", "timestamp": "2022-10-01T10:40:00", "year": 2022, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8168379782) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11439", "timestamp": "2025-03-24T06:21:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11440", "timestamp": "2024-02-29T02:21:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11441", "timestamp": "2023-11-17T02:16:00", "year": 2023, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6133486491) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11442", "timestamp": "2022-08-26T09:17:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11443", "timestamp": "2023-12-23T17:46:00", "year": 2023, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1997009125) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11444", "timestamp": "2023-02-09T11:12:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11445", "timestamp": "2025-01-11T01:12:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11446", "timestamp": "2022-01-13T03:27:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11447", "timestamp": "2024-04-10T00:36:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11448", "timestamp": "2024-02-29T17:33:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11449", "timestamp": "2025-03-01T17:17:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11450", "timestamp": "2022-06-01T15:53:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11451", "timestamp": "2023-11-11T02:19:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11452", "timestamp": "2024-09-22T12:08:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11453", "timestamp": "2022-05-06T23:55:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11454", "timestamp": "2023-01-17T18:51:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11455", "timestamp": "2024-03-12T12:53:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11456", "timestamp": "2025-04-07T05:31:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11457", "timestamp": "2025-11-08T08:46:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11458", "timestamp": "2024-03-25T14:06:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11459", "timestamp": "2023-03-13T00:48:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11460", "timestamp": "2022-11-03T06:01:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11461", "timestamp": "2024-11-16T04:41:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11462", "timestamp": "2024-09-20T00:06:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8961982037). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11463", "timestamp": "2024-02-22T09:56:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11464", "timestamp": "2025-07-15T17:26:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11465", "timestamp": "2024-01-27T09:01:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11466", "timestamp": "2022-07-04T01:17:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11467", "timestamp": "2022-01-18T19:48:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11468", "timestamp": "2022-05-19T16:12:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11469", "timestamp": "2024-01-12T11:36:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11470", "timestamp": "2024-02-27T23:29:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11471", "timestamp": "2024-03-03T17:44:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11472", "timestamp": "2022-04-17T01:11:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11473", "timestamp": "2023-02-28T08:17:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX7212189956) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11474", "timestamp": "2025-03-27T03:41:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11475", "timestamp": "2023-09-17T02:06:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11476", "timestamp": "2022-11-07T11:43:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11477", "timestamp": "2023-06-17T12:45:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11478", "timestamp": "2024-08-23T16:20:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11479", "timestamp": "2025-06-27T12:41:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11480", "timestamp": "2024-09-10T04:12:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11481", "timestamp": "2023-11-02T04:11:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6893830893) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11482", "timestamp": "2023-06-24T02:22:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9267060640) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11483", "timestamp": "2022-07-23T07:01:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11484", "timestamp": "2025-12-10T06:43:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11485", "timestamp": "2023-04-15T17:42:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11486", "timestamp": "2022-10-07T21:14:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11487", "timestamp": "2024-08-04T11:37:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11488", "timestamp": "2023-08-04T09:50:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11489", "timestamp": "2025-07-14T08:19:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11490", "timestamp": "2023-03-28T13:06:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11491", "timestamp": "2023-04-05T18:57:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11492", "timestamp": "2024-10-30T17:09:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11493", "timestamp": "2025-04-10T03:54:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11494", "timestamp": "2025-06-26T06:42:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11495", "timestamp": "2024-06-11T07:20:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11496", "timestamp": "2025-07-03T15:59:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11497", "timestamp": "2025-02-03T11:34:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11498", "timestamp": "2024-06-23T07:55:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11499", "timestamp": "2022-03-24T08:05:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11500", "timestamp": "2023-07-24T22:21:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11501", "timestamp": "2025-01-17T21:44:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11502", "timestamp": "2022-07-31T23:41:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11503", "timestamp": "2024-12-03T15:40:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11504", "timestamp": "2024-08-18T13:36:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11505", "timestamp": "2023-07-29T22:49:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11506", "timestamp": "2022-03-24T03:26:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11507", "timestamp": "2022-06-03T08:40:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11508", "timestamp": "2023-06-06T03:19:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11509", "timestamp": "2025-08-08T19:30:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11510", "timestamp": "2024-01-12T17:03:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11511", "timestamp": "2023-12-21T06:26:00", "year": 2023, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11512", "timestamp": "2022-04-20T05:56:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11513", "timestamp": "2025-06-25T12:58:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11514", "timestamp": "2022-08-19T01:12:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11515", "timestamp": "2025-04-22T20:09:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11516", "timestamp": "2025-10-29T07:49:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11517", "timestamp": "2022-03-30T20:45:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11518", "timestamp": "2025-06-03T06:28:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11519", "timestamp": "2024-02-23T07:44:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX9267107882", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9267107882). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11520", "timestamp": "2024-04-27T07:06:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4371854472). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11521", "timestamp": "2023-09-10T18:59:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11522", "timestamp": "2024-10-02T04:38:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6274244685) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11523", "timestamp": "2024-10-18T02:26:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11524", "timestamp": "2022-10-17T15:09:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11525", "timestamp": "2022-09-28T01:39:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11526", "timestamp": "2024-06-08T19:36:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11527", "timestamp": "2025-04-01T21:37:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11528", "timestamp": "2022-12-30T02:32:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11529", "timestamp": "2025-07-29T08:39:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11530", "timestamp": "2022-08-07T18:59:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11531", "timestamp": "2022-08-03T20:37:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11532", "timestamp": "2023-11-04T05:22:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11533", "timestamp": "2024-01-13T17:38:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11534", "timestamp": "2023-11-09T20:42:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11535", "timestamp": "2024-11-11T19:23:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11536", "timestamp": "2022-01-19T07:32:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11537", "timestamp": "2024-01-26T21:44:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11538", "timestamp": "2022-10-05T02:22:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11539", "timestamp": "2024-05-31T05:09:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5657819152). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11540", "timestamp": "2024-03-22T00:43:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11541", "timestamp": "2023-06-02T05:14:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11542", "timestamp": "2025-01-06T12:31:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11543", "timestamp": "2024-12-15T13:36:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11544", "timestamp": "2025-06-13T14:01:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11545", "timestamp": "2025-08-11T19:25:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11546", "timestamp": "2024-07-30T17:15:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11547", "timestamp": "2025-12-13T20:35:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11548", "timestamp": "2022-06-23T09:43:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11549", "timestamp": "2023-12-30T23:02:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3640341863). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11550", "timestamp": "2022-06-10T01:39:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11551", "timestamp": "2023-07-10T07:28:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11552", "timestamp": "2022-09-22T09:55:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11553", "timestamp": "2024-07-03T12:04:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11554", "timestamp": "2024-01-05T05:42:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11555", "timestamp": "2025-02-14T20:46:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11556", "timestamp": "2022-06-14T21:14:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11557", "timestamp": "2023-08-17T15:32:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11558", "timestamp": "2025-10-02T16:46:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11559", "timestamp": "2025-09-23T06:14:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11560", "timestamp": "2024-11-24T16:09:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11561", "timestamp": "2025-05-13T23:15:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11562", "timestamp": "2022-09-03T03:16:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11563", "timestamp": "2024-04-18T07:00:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11564", "timestamp": "2025-01-08T12:10:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11565", "timestamp": "2025-09-09T07:41:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11566", "timestamp": "2024-04-23T02:38:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX6840267098", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6840267098). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11567", "timestamp": "2023-08-29T22:56:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11568", "timestamp": "2025-11-27T13:38:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11569", "timestamp": "2025-10-11T15:01:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11570", "timestamp": "2022-11-30T08:42:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11571", "timestamp": "2024-10-09T05:20:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11572", "timestamp": "2025-05-14T13:40:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11573", "timestamp": "2024-09-07T12:57:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11574", "timestamp": "2023-07-15T05:32:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11575", "timestamp": "2022-09-02T07:39:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11576", "timestamp": "2022-07-22T11:18:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11577", "timestamp": "2025-11-14T12:26:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11578", "timestamp": "2022-04-25T17:13:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11579", "timestamp": "2024-09-24T08:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7647303085). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11580", "timestamp": "2022-01-13T23:58:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11581", "timestamp": "2022-01-10T01:52:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11582", "timestamp": "2022-09-07T17:59:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11583", "timestamp": "2023-11-08T06:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11584", "timestamp": "2025-05-26T02:58:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11585", "timestamp": "2024-08-31T03:12:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11586", "timestamp": "2024-07-10T03:24:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11587", "timestamp": "2025-09-23T14:11:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11588", "timestamp": "2023-08-14T22:56:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11589", "timestamp": "2022-06-23T20:34:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11590", "timestamp": "2024-12-13T10:18:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11591", "timestamp": "2022-05-20T06:17:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11592", "timestamp": "2022-02-08T09:07:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11593", "timestamp": "2025-12-02T22:33:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11594", "timestamp": "2022-03-28T23:52:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11595", "timestamp": "2022-09-11T13:16:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11596", "timestamp": "2025-05-17T07:35:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11597", "timestamp": "2025-12-02T20:27:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11598", "timestamp": "2022-02-16T21:44:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11599", "timestamp": "2024-06-04T09:20:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11600", "timestamp": "2024-04-26T19:41:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11601", "timestamp": "2024-08-23T16:52:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11602", "timestamp": "2024-12-19T12:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11603", "timestamp": "2025-10-27T00:46:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11604", "timestamp": "2023-08-25T06:44:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11605", "timestamp": "2022-03-08T08:13:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8701542907) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11606", "timestamp": "2022-11-12T09:11:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11607", "timestamp": "2025-11-05T19:24:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11608", "timestamp": "2024-12-21T14:08:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11609", "timestamp": "2023-02-04T07:29:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11610", "timestamp": "2023-02-07T13:51:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11611", "timestamp": "2025-03-09T22:30:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11612", "timestamp": "2024-10-13T22:47:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11613", "timestamp": "2022-01-24T02:43:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11614", "timestamp": "2022-06-27T01:50:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11615", "timestamp": "2022-06-19T13:56:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11616", "timestamp": "2023-05-31T23:26:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11617", "timestamp": "2022-07-13T16:47:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11618", "timestamp": "2023-07-10T00:26:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11619", "timestamp": "2023-05-30T20:41:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11620", "timestamp": "2022-08-23T06:38:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11621", "timestamp": "2023-11-28T05:14:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11622", "timestamp": "2023-05-25T04:35:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11623", "timestamp": "2022-06-14T17:59:00", "year": 2022, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX1704094463", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1704094463). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11624", "timestamp": "2023-07-14T21:27:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11625", "timestamp": "2022-03-07T10:41:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11626", "timestamp": "2025-11-06T23:01:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11627", "timestamp": "2023-01-28T16:13:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11628", "timestamp": "2023-09-05T17:40:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11629", "timestamp": "2024-11-17T02:52:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3293675071", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX3293675071) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11630", "timestamp": "2023-05-20T04:10:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11631", "timestamp": "2022-02-19T05:10:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11632", "timestamp": "2024-08-08T14:23:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11633", "timestamp": "2025-07-05T23:21:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11634", "timestamp": "2024-10-13T09:50:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11635", "timestamp": "2022-08-19T09:33:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11636", "timestamp": "2024-05-24T21:46:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11637", "timestamp": "2023-12-31T18:52:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11638", "timestamp": "2024-11-24T17:32:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11639", "timestamp": "2024-08-05T15:09:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11640", "timestamp": "2024-06-17T01:09:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11641", "timestamp": "2023-07-24T13:29:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11642", "timestamp": "2024-08-10T19:36:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11643", "timestamp": "2023-07-10T09:58:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11644", "timestamp": "2023-11-16T09:08:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11645", "timestamp": "2023-12-30T20:08:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11646", "timestamp": "2024-09-14T07:31:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11647", "timestamp": "2024-09-17T09:00:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11648", "timestamp": "2024-11-17T06:19:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11649", "timestamp": "2024-05-21T06:50:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11650", "timestamp": "2025-10-24T00:52:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11651", "timestamp": "2023-09-11T09:18:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11652", "timestamp": "2023-02-25T09:31:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11653", "timestamp": "2022-10-29T15:51:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11654", "timestamp": "2025-04-05T00:45:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11655", "timestamp": "2023-02-06T10:44:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11656", "timestamp": "2022-06-20T06:47:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11657", "timestamp": "2024-12-07T13:02:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11658", "timestamp": "2024-11-26T07:05:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11659", "timestamp": "2024-06-05T13:04:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11660", "timestamp": "2022-11-02T18:13:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11661", "timestamp": "2023-12-06T06:07:00", "year": 2023, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX9627111890", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11662", "timestamp": "2023-11-23T12:12:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11663", "timestamp": "2024-12-29T09:37:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11664", "timestamp": "2023-05-20T06:14:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11665", "timestamp": "2025-12-20T12:43:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11666", "timestamp": "2025-12-05T20:28:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11667", "timestamp": "2024-01-07T05:01:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11668", "timestamp": "2024-12-27T01:01:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11669", "timestamp": "2024-06-09T15:42:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11670", "timestamp": "2023-07-07T16:29:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7373488709) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11671", "timestamp": "2024-01-20T20:37:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11672", "timestamp": "2025-07-10T04:56:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11673", "timestamp": "2022-12-06T20:49:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3949679767) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11674", "timestamp": "2023-07-27T03:10:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11675", "timestamp": "2022-04-23T06:33:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11676", "timestamp": "2023-11-22T16:11:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11677", "timestamp": "2025-07-16T21:50:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11678", "timestamp": "2023-11-25T14:39:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11679", "timestamp": "2025-02-10T23:37:00", "year": 2025, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9055070763) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11680", "timestamp": "2025-02-03T09:40:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11681", "timestamp": "2025-07-07T07:15:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX1905686932", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1905686932). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11682", "timestamp": "2023-04-21T16:35:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11683", "timestamp": "2024-07-11T13:37:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11684", "timestamp": "2024-03-07T07:11:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11685", "timestamp": "2023-08-13T20:26:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11686", "timestamp": "2025-08-25T04:18:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11687", "timestamp": "2023-04-07T04:18:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5058281942). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11688", "timestamp": "2022-05-08T11:35:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11689", "timestamp": "2022-02-28T15:32:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11690", "timestamp": "2025-03-18T07:57:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11691", "timestamp": "2022-08-26T04:05:00", "year": 2022, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX1836462125", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1836462125). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11692", "timestamp": "2025-06-22T00:46:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11693", "timestamp": "2022-12-28T23:22:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11694", "timestamp": "2025-02-02T08:48:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6192097347) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11695", "timestamp": "2024-11-02T05:28:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7543966429). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11696", "timestamp": "2023-11-06T05:15:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11697", "timestamp": "2022-01-07T14:14:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11698", "timestamp": "2022-11-16T11:09:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11699", "timestamp": "2022-11-29T03:24:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4737581729). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11700", "timestamp": "2024-11-02T04:11:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8738765040", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8738765040) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11701", "timestamp": "2022-12-09T23:30:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11702", "timestamp": "2025-11-22T05:48:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11703", "timestamp": "2022-01-29T11:11:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11704", "timestamp": "2025-12-02T17:28:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4940924967). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11705", "timestamp": "2023-10-12T17:56:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11706", "timestamp": "2022-01-25T08:32:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11707", "timestamp": "2025-10-03T23:11:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11708", "timestamp": "2024-08-20T17:22:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11709", "timestamp": "2024-01-12T17:02:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11710", "timestamp": "2022-09-20T05:25:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11711", "timestamp": "2023-02-01T12:56:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11712", "timestamp": "2025-06-20T01:10:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11713", "timestamp": "2023-01-03T04:11:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11714", "timestamp": "2023-08-21T11:02:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11715", "timestamp": "2022-01-04T07:02:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11716", "timestamp": "2023-09-10T23:35:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX3383751240", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11717", "timestamp": "2022-07-18T21:09:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11718", "timestamp": "2022-03-12T11:01:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11719", "timestamp": "2022-05-17T03:59:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11720", "timestamp": "2024-11-01T09:47:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11721", "timestamp": "2022-11-14T19:55:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11722", "timestamp": "2022-07-06T14:08:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4872776323) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11723", "timestamp": "2024-08-02T05:10:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9600520988", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9600520988) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11724", "timestamp": "2022-07-01T23:38:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11725", "timestamp": "2023-05-15T23:13:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11726", "timestamp": "2023-04-01T02:51:00", "year": 2023, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX5443475779) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11727", "timestamp": "2022-09-01T01:49:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11728", "timestamp": "2023-11-23T22:02:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11729", "timestamp": "2022-09-06T06:49:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11730", "timestamp": "2023-05-18T10:07:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11731", "timestamp": "2025-12-07T13:24:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11732", "timestamp": "2024-06-05T05:32:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7108744191). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11733", "timestamp": "2022-12-04T23:13:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11734", "timestamp": "2024-07-02T23:36:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11735", "timestamp": "2022-01-19T07:09:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11736", "timestamp": "2025-07-21T09:17:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11737", "timestamp": "2022-06-08T03:47:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11738", "timestamp": "2023-05-08T20:20:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11739", "timestamp": "2025-10-07T07:09:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11740", "timestamp": "2024-02-04T18:36:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11741", "timestamp": "2022-05-12T14:57:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11742", "timestamp": "2024-03-05T02:50:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9503780867) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11743", "timestamp": "2023-06-11T22:04:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11744", "timestamp": "2024-02-09T00:18:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11745", "timestamp": "2022-09-30T06:07:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11746", "timestamp": "2022-04-13T10:37:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11747", "timestamp": "2023-11-02T08:37:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11748", "timestamp": "2022-06-11T04:33:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11749", "timestamp": "2024-01-04T07:28:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11750", "timestamp": "2025-12-29T12:44:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11751", "timestamp": "2025-12-05T22:48:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11752", "timestamp": "2022-12-31T20:13:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11753", "timestamp": "2024-06-27T23:42:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11754", "timestamp": "2025-06-30T23:08:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11755", "timestamp": "2025-04-24T02:49:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11756", "timestamp": "2024-08-13T07:29:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11757", "timestamp": "2025-08-09T17:54:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11758", "timestamp": "2023-07-06T20:53:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11759", "timestamp": "2023-12-01T22:07:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX2216119732", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2216119732). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11760", "timestamp": "2024-10-04T14:06:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11761", "timestamp": "2024-05-04T07:17:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11762", "timestamp": "2022-03-28T15:42:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11763", "timestamp": "2025-06-27T07:06:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5629320882", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5629320882) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11764", "timestamp": "2023-01-02T21:22:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7620929937", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7620929937) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11765", "timestamp": "2025-02-19T15:02:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_11766", "timestamp": "2022-02-18T06:30:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11767", "timestamp": "2023-08-23T21:17:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11768", "timestamp": "2022-05-02T00:34:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11769", "timestamp": "2024-01-09T03:30:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11770", "timestamp": "2024-02-09T10:31:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11771", "timestamp": "2024-12-07T20:37:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11772", "timestamp": "2025-11-21T00:08:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11773", "timestamp": "2024-12-24T21:20:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2083387386) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11774", "timestamp": "2025-11-16T10:59:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3440148966) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11775", "timestamp": "2022-05-05T13:48:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11776", "timestamp": "2022-12-20T04:04:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11777", "timestamp": "2024-02-09T03:54:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11778", "timestamp": "2023-02-06T07:10:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11779", "timestamp": "2024-05-30T12:17:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11780", "timestamp": "2023-10-28T11:37:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11781", "timestamp": "2024-07-29T17:28:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11782", "timestamp": "2025-09-22T18:18:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11783", "timestamp": "2022-12-07T06:45:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11784", "timestamp": "2023-11-19T23:27:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11785", "timestamp": "2022-08-20T02:42:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11786", "timestamp": "2025-10-05T03:56:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11787", "timestamp": "2025-01-17T01:18:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11788", "timestamp": "2023-04-30T20:22:00", "year": 2023, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11789", "timestamp": "2024-03-30T21:37:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11790", "timestamp": "2025-05-28T04:31:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11791", "timestamp": "2023-06-10T14:55:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11792", "timestamp": "2025-05-07T06:10:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11793", "timestamp": "2023-07-19T03:14:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11794", "timestamp": "2025-07-03T05:28:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11795", "timestamp": "2023-10-25T06:06:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11796", "timestamp": "2023-07-29T03:49:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9794718676). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11797", "timestamp": "2024-07-02T05:40:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3791582503). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11798", "timestamp": "2025-02-11T12:24:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11799", "timestamp": "2025-11-19T16:38:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11800", "timestamp": "2023-07-20T04:27:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4064464226) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11801", "timestamp": "2023-10-11T03:28:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11802", "timestamp": "2023-10-25T19:00:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11803", "timestamp": "2024-09-14T04:33:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11804", "timestamp": "2022-12-13T20:19:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11805", "timestamp": "2022-07-03T14:21:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11806", "timestamp": "2024-09-30T14:53:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11807", "timestamp": "2022-04-05T01:39:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11808", "timestamp": "2022-03-02T01:43:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11809", "timestamp": "2022-03-31T00:21:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11810", "timestamp": "2025-06-11T09:13:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11811", "timestamp": "2025-06-14T22:19:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11812", "timestamp": "2023-11-01T15:30:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11813", "timestamp": "2025-12-22T11:09:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11814", "timestamp": "2023-09-18T18:31:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9737016153) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11815", "timestamp": "2023-01-06T10:54:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11816", "timestamp": "2022-08-07T19:21:00", "year": 2022, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11817", "timestamp": "2024-10-09T14:03:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11818", "timestamp": "2024-03-03T15:25:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11819", "timestamp": "2024-09-27T21:50:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11820", "timestamp": "2023-03-19T22:25:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11821", "timestamp": "2024-04-27T07:34:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11822", "timestamp": "2023-05-27T23:47:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11823", "timestamp": "2022-05-19T23:45:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11824", "timestamp": "2022-02-28T11:10:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11825", "timestamp": "2023-09-24T07:21:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6161323953) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11826", "timestamp": "2024-11-06T03:19:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11827", "timestamp": "2025-06-09T16:29:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11828", "timestamp": "2022-04-04T04:37:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5652773730", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5652773730) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11829", "timestamp": "2024-07-08T17:36:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11830", "timestamp": "2024-02-18T14:08:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11831", "timestamp": "2025-10-25T00:28:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX9611037058", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9611037058). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11832", "timestamp": "2023-02-20T04:42:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11833", "timestamp": "2023-11-13T13:32:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11834", "timestamp": "2024-03-20T03:24:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11835", "timestamp": "2024-06-19T23:04:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11836", "timestamp": "2024-01-19T04:38:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11837", "timestamp": "2022-07-20T19:16:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11838", "timestamp": "2023-12-12T11:47:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11839", "timestamp": "2025-05-27T04:23:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11840", "timestamp": "2022-02-09T06:51:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11841", "timestamp": "2024-12-31T16:13:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11842", "timestamp": "2024-10-04T23:14:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11843", "timestamp": "2022-04-27T10:36:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11844", "timestamp": "2022-08-14T09:06:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11845", "timestamp": "2024-04-08T00:44:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1867864585) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11846", "timestamp": "2022-04-11T23:04:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11847", "timestamp": "2024-11-02T10:58:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11848", "timestamp": "2024-05-19T01:08:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11849", "timestamp": "2022-05-14T04:52:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11850", "timestamp": "2024-11-28T23:11:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11851", "timestamp": "2024-08-10T03:01:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11852", "timestamp": "2024-03-09T10:58:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11853", "timestamp": "2022-05-10T12:32:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11854", "timestamp": "2024-08-15T04:27:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11855", "timestamp": "2024-08-11T10:11:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11856", "timestamp": "2023-02-10T00:59:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11857", "timestamp": "2025-10-21T01:24:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11858", "timestamp": "2025-01-11T06:46:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11859", "timestamp": "2025-02-09T01:45:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11860", "timestamp": "2023-03-11T00:27:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_11861", "timestamp": "2025-05-09T05:21:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11862", "timestamp": "2025-01-30T01:54:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11863", "timestamp": "2022-01-07T12:40:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_11864", "timestamp": "2022-05-04T01:21:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11865", "timestamp": "2024-02-09T22:22:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11866", "timestamp": "2025-04-23T06:41:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11867", "timestamp": "2023-06-15T09:34:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11868", "timestamp": "2024-10-05T14:26:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11869", "timestamp": "2024-08-13T06:17:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11870", "timestamp": "2025-06-04T20:07:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4260206044). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11871", "timestamp": "2025-04-10T07:53:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11872", "timestamp": "2023-08-03T09:35:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11873", "timestamp": "2023-04-26T07:52:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_11874", "timestamp": "2023-07-20T14:24:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11875", "timestamp": "2023-02-15T23:15:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11876", "timestamp": "2024-02-04T18:47:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11877", "timestamp": "2023-11-02T13:45:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11878", "timestamp": "2023-10-25T00:34:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11879", "timestamp": "2024-12-30T13:25:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11880", "timestamp": "2022-05-18T16:13:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11881", "timestamp": "2023-10-09T15:29:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11882", "timestamp": "2023-01-03T22:48:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11883", "timestamp": "2024-03-31T09:30:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11884", "timestamp": "2022-10-27T21:06:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11885", "timestamp": "2023-09-22T00:11:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11886", "timestamp": "2025-05-21T23:23:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11887", "timestamp": "2025-09-25T08:35:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11888", "timestamp": "2024-03-06T12:16:00", "year": 2024, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX7094278764", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7094278764). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11889", "timestamp": "2023-09-12T05:10:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11890", "timestamp": "2022-05-28T10:27:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4041719563). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11891", "timestamp": "2023-02-01T03:08:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11892", "timestamp": "2025-03-05T14:17:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_11893", "timestamp": "2023-04-28T11:45:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11894", "timestamp": "2022-05-12T16:57:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11895", "timestamp": "2023-05-27T04:13:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11896", "timestamp": "2022-02-26T17:25:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11897", "timestamp": "2023-07-12T02:37:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11898", "timestamp": "2023-12-04T05:38:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11899", "timestamp": "2023-11-21T12:29:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11900", "timestamp": "2025-02-19T04:15:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11901", "timestamp": "2023-08-25T18:31:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11902", "timestamp": "2023-05-27T00:53:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11903", "timestamp": "2025-01-18T03:16:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11904", "timestamp": "2024-12-17T03:11:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11905", "timestamp": "2024-10-19T19:44:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11906", "timestamp": "2024-01-11T07:00:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11907", "timestamp": "2025-08-31T13:58:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11908", "timestamp": "2024-01-24T15:40:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11909", "timestamp": "2023-05-24T12:30:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9586488075", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9586488075) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11910", "timestamp": "2024-09-18T21:52:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11911", "timestamp": "2025-04-14T11:22:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11912", "timestamp": "2023-01-19T15:55:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11913", "timestamp": "2024-01-26T09:06:00", "year": 2024, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX4390819085", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4390819085). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11914", "timestamp": "2023-07-08T18:40:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11915", "timestamp": "2023-10-31T23:12:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11916", "timestamp": "2025-01-23T23:39:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_11917", "timestamp": "2024-03-06T03:21:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11918", "timestamp": "2022-05-29T23:39:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11919", "timestamp": "2024-12-13T09:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11920", "timestamp": "2023-05-29T07:53:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11921", "timestamp": "2022-10-23T05:54:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11922", "timestamp": "2023-10-07T17:28:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11923", "timestamp": "2023-06-07T20:18:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11924", "timestamp": "2025-01-05T03:25:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_11925", "timestamp": "2024-02-19T06:42:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11926", "timestamp": "2023-11-14T06:09:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7417812303). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11927", "timestamp": "2025-06-20T09:12:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11928", "timestamp": "2022-01-12T04:40:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11929", "timestamp": "2024-01-21T19:53:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_11930", "timestamp": "2025-07-02T22:57:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11931", "timestamp": "2022-07-12T23:03:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11932", "timestamp": "2022-05-16T17:35:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_11933", "timestamp": "2025-07-22T21:13:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11934", "timestamp": "2025-08-09T23:53:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11935", "timestamp": "2023-06-19T16:54:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11936", "timestamp": "2022-07-17T07:57:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11937", "timestamp": "2022-07-10T04:43:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11938", "timestamp": "2025-11-25T14:02:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11939", "timestamp": "2022-03-30T23:40:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11940", "timestamp": "2025-06-01T15:18:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11941", "timestamp": "2025-01-27T04:38:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11942", "timestamp": "2022-03-16T03:16:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_11943", "timestamp": "2022-05-11T21:14:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11944", "timestamp": "2024-05-30T12:49:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5422964151) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_11945", "timestamp": "2025-09-15T15:01:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11946", "timestamp": "2024-03-06T08:48:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11947", "timestamp": "2024-05-05T23:57:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0416492008). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11948", "timestamp": "2023-05-18T17:32:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11949", "timestamp": "2022-05-25T02:22:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_11950", "timestamp": "2023-11-24T04:39:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11951", "timestamp": "2023-10-05T09:38:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11952", "timestamp": "2024-04-25T10:10:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11953", "timestamp": "2023-09-28T12:36:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11954", "timestamp": "2025-01-07T08:57:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11955", "timestamp": "2022-08-20T14:06:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11956", "timestamp": "2025-04-12T00:09:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_11957", "timestamp": "2024-06-25T21:15:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11958", "timestamp": "2024-12-11T06:37:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11959", "timestamp": "2022-04-12T01:32:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11960", "timestamp": "2022-03-18T15:03:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_11961", "timestamp": "2025-08-30T23:20:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11962", "timestamp": "2025-06-10T00:34:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11963", "timestamp": "2025-11-29T22:09:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11964", "timestamp": "2023-01-06T17:01:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11965", "timestamp": "2023-07-15T17:52:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11966", "timestamp": "2023-01-13T02:50:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_11967", "timestamp": "2024-07-16T06:56:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_11968", "timestamp": "2023-11-13T23:14:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11969", "timestamp": "2022-01-28T08:16:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11970", "timestamp": "2023-02-08T10:23:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11971", "timestamp": "2025-02-05T22:47:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11972", "timestamp": "2022-12-12T14:20:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_11973", "timestamp": "2024-01-25T12:04:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11974", "timestamp": "2022-07-07T21:07:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_11975", "timestamp": "2023-12-11T01:42:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11976", "timestamp": "2025-03-18T13:42:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11977", "timestamp": "2025-03-15T10:45:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_11978", "timestamp": "2023-11-12T09:23:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_11979", "timestamp": "2024-11-07T21:46:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11980", "timestamp": "2025-10-29T13:04:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11981", "timestamp": "2024-01-27T12:04:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11982", "timestamp": "2022-10-26T12:52:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_11983", "timestamp": "2022-08-23T07:00:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_11984", "timestamp": "2022-11-25T22:16:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11985", "timestamp": "2025-12-22T16:19:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_11986", "timestamp": "2022-04-22T18:01:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11987", "timestamp": "2024-04-19T17:34:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_11988", "timestamp": "2022-01-06T16:48:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11989", "timestamp": "2022-03-06T22:56:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_11990", "timestamp": "2022-12-27T12:10:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_11991", "timestamp": "2025-03-07T10:20:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_11992", "timestamp": "2025-09-25T14:48:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11993", "timestamp": "2024-11-09T15:12:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_11994", "timestamp": "2023-05-07T20:08:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_11995", "timestamp": "2024-09-26T12:19:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_11996", "timestamp": "2024-01-06T11:24:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_11997", "timestamp": "2022-04-14T17:59:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11998", "timestamp": "2022-09-17T11:01:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_11999", "timestamp": "2024-10-16T18:15:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12000", "timestamp": "2022-11-20T13:06:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12001", "timestamp": "2024-04-02T13:15:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12002", "timestamp": "2022-12-09T03:59:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12003", "timestamp": "2022-09-07T15:07:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12004", "timestamp": "2023-08-12T04:01:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12005", "timestamp": "2022-05-09T02:09:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12006", "timestamp": "2025-06-29T20:02:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12007", "timestamp": "2025-09-11T02:31:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12008", "timestamp": "2022-03-20T09:46:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12009", "timestamp": "2024-12-13T12:24:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12010", "timestamp": "2023-08-08T22:07:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12011", "timestamp": "2024-12-04T03:43:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12012", "timestamp": "2024-06-06T07:12:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12013", "timestamp": "2022-08-01T18:49:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12014", "timestamp": "2024-02-20T15:58:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12015", "timestamp": "2022-06-10T04:41:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12016", "timestamp": "2024-01-13T04:58:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12017", "timestamp": "2025-08-21T12:50:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12018", "timestamp": "2023-05-27T15:57:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12019", "timestamp": "2023-08-26T00:43:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5203500245", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5203500245) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12020", "timestamp": "2022-08-25T17:20:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12021", "timestamp": "2025-06-20T12:37:00", "year": 2025, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12022", "timestamp": "2022-06-03T21:56:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12023", "timestamp": "2025-12-30T10:41:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4748169921). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12024", "timestamp": "2024-05-02T04:36:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4355085036", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4355085036) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12025", "timestamp": "2025-04-06T03:08:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12026", "timestamp": "2024-02-21T12:21:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12027", "timestamp": "2025-08-14T21:52:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12028", "timestamp": "2025-03-20T21:23:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12029", "timestamp": "2022-07-20T15:11:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12030", "timestamp": "2024-08-14T17:33:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12031", "timestamp": "2023-05-19T19:32:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12032", "timestamp": "2022-05-02T08:23:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12033", "timestamp": "2024-11-08T23:00:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12034", "timestamp": "2023-06-13T21:20:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12035", "timestamp": "2023-04-08T19:03:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12036", "timestamp": "2023-04-25T00:00:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX7318891355", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12037", "timestamp": "2024-03-14T01:14:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12038", "timestamp": "2022-10-08T17:07:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12039", "timestamp": "2022-04-13T22:09:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12040", "timestamp": "2022-11-26T03:30:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12041", "timestamp": "2022-09-28T05:15:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12042", "timestamp": "2025-08-23T05:33:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12043", "timestamp": "2022-01-11T03:58:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12044", "timestamp": "2022-08-16T13:16:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1044256365", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1044256365) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12045", "timestamp": "2024-04-03T22:53:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12046", "timestamp": "2023-02-27T02:01:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12047", "timestamp": "2022-10-30T03:58:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12048", "timestamp": "2025-08-21T20:10:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12049", "timestamp": "2024-11-09T17:23:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12050", "timestamp": "2024-02-17T17:10:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12051", "timestamp": "2023-07-26T20:29:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3422191804) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12052", "timestamp": "2025-06-05T08:39:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12053", "timestamp": "2023-05-15T10:29:00", "year": 2023, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12054", "timestamp": "2022-08-12T22:51:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12055", "timestamp": "2022-01-16T14:39:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12056", "timestamp": "2023-04-30T09:26:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12057", "timestamp": "2022-07-04T05:42:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12058", "timestamp": "2023-11-27T04:25:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8665103328) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12059", "timestamp": "2022-04-03T00:01:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12060", "timestamp": "2022-03-01T06:39:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12061", "timestamp": "2022-08-05T16:26:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12062", "timestamp": "2023-12-21T23:59:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12063", "timestamp": "2023-07-20T03:33:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12064", "timestamp": "2023-06-13T10:57:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12065", "timestamp": "2022-04-18T03:35:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12066", "timestamp": "2023-01-27T23:08:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12067", "timestamp": "2022-06-14T14:22:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12068", "timestamp": "2025-01-17T21:04:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12069", "timestamp": "2023-09-11T19:18:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12070", "timestamp": "2025-04-08T21:39:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0708835652). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12071", "timestamp": "2022-03-26T19:21:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9714392793). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12072", "timestamp": "2024-03-11T00:48:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12073", "timestamp": "2022-07-18T08:01:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5697125471", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5697125471) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12074", "timestamp": "2022-06-16T19:06:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12075", "timestamp": "2024-07-03T11:29:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12076", "timestamp": "2025-05-02T12:46:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12077", "timestamp": "2022-10-17T18:08:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12078", "timestamp": "2025-10-17T19:30:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12079", "timestamp": "2025-12-17T16:49:00", "year": 2025, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX8991147849", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12080", "timestamp": "2022-02-22T10:12:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12081", "timestamp": "2024-09-08T01:29:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12082", "timestamp": "2023-09-22T23:00:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12083", "timestamp": "2025-03-07T08:05:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12084", "timestamp": "2022-12-09T15:18:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12085", "timestamp": "2025-11-14T11:20:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12086", "timestamp": "2025-06-21T07:53:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12087", "timestamp": "2023-07-17T14:57:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12088", "timestamp": "2024-06-20T04:42:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0570335007). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12089", "timestamp": "2022-01-14T00:23:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12090", "timestamp": "2025-06-11T00:56:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12091", "timestamp": "2024-04-06T16:34:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12092", "timestamp": "2024-01-22T09:27:00", "year": 2024, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0120376215) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12093", "timestamp": "2024-05-27T09:27:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0424290362). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12094", "timestamp": "2025-06-28T16:22:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12095", "timestamp": "2024-04-27T20:02:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12096", "timestamp": "2025-02-21T02:47:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12097", "timestamp": "2024-05-06T21:05:00", "year": 2024, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX2066017219", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2066017219). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12098", "timestamp": "2022-06-19T03:23:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12099", "timestamp": "2024-09-23T06:11:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12100", "timestamp": "2025-03-11T17:28:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4809587535", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4809587535) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12101", "timestamp": "2022-07-15T14:34:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12102", "timestamp": "2023-12-13T09:23:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12103", "timestamp": "2023-05-09T22:26:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12104", "timestamp": "2023-02-25T10:17:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4177992035", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4177992035) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12105", "timestamp": "2024-07-08T17:19:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12106", "timestamp": "2025-08-01T04:23:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12107", "timestamp": "2024-09-26T13:12:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12108", "timestamp": "2024-09-05T08:05:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12109", "timestamp": "2024-05-26T23:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12110", "timestamp": "2024-12-09T07:35:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12111", "timestamp": "2023-09-01T12:11:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12112", "timestamp": "2022-02-13T08:41:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12113", "timestamp": "2023-07-19T11:57:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12114", "timestamp": "2024-11-13T07:20:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12115", "timestamp": "2025-03-15T21:54:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12116", "timestamp": "2024-04-02T12:53:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12117", "timestamp": "2022-02-08T22:03:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12118", "timestamp": "2023-12-08T06:00:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12119", "timestamp": "2022-11-01T08:18:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12120", "timestamp": "2024-01-20T06:19:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12121", "timestamp": "2022-01-06T03:46:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12122", "timestamp": "2025-06-18T16:27:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12123", "timestamp": "2022-02-08T21:43:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12124", "timestamp": "2023-10-19T12:37:00", "year": 2023, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12125", "timestamp": "2025-03-28T11:59:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12126", "timestamp": "2025-12-03T01:11:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12127", "timestamp": "2025-07-24T03:15:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX9920109710) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12128", "timestamp": "2022-11-11T19:50:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12129", "timestamp": "2022-06-10T14:25:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12130", "timestamp": "2022-07-27T09:04:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12131", "timestamp": "2025-04-13T15:36:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12132", "timestamp": "2022-09-28T09:03:00", "year": 2022, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX5152357326", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12133", "timestamp": "2023-08-30T21:49:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12134", "timestamp": "2023-06-19T22:56:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12135", "timestamp": "2023-05-10T18:27:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12136", "timestamp": "2025-12-29T21:50:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12137", "timestamp": "2023-09-21T10:46:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12138", "timestamp": "2024-02-02T03:42:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12139", "timestamp": "2023-09-03T13:11:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12140", "timestamp": "2022-04-13T00:51:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12141", "timestamp": "2022-03-21T05:58:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12142", "timestamp": "2022-01-27T03:32:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12143", "timestamp": "2023-02-10T22:32:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12144", "timestamp": "2024-06-09T18:15:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12145", "timestamp": "2024-08-22T09:23:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12146", "timestamp": "2025-11-25T17:39:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1139254649) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12147", "timestamp": "2025-11-05T19:27:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12148", "timestamp": "2024-02-03T17:35:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12149", "timestamp": "2022-11-20T04:20:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12150", "timestamp": "2025-01-23T15:13:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12151", "timestamp": "2023-10-17T15:23:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12152", "timestamp": "2022-11-06T20:32:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12153", "timestamp": "2024-12-16T00:29:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX2454769972", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2454769972). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12154", "timestamp": "2022-09-02T10:01:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12155", "timestamp": "2022-06-19T13:40:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12156", "timestamp": "2023-06-09T14:18:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12157", "timestamp": "2025-09-11T13:54:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4173502907", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4173502907) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12158", "timestamp": "2024-09-07T18:52:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12159", "timestamp": "2023-09-23T06:25:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12160", "timestamp": "2022-03-13T14:17:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12161", "timestamp": "2022-10-16T01:23:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12162", "timestamp": "2025-09-08T06:51:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12163", "timestamp": "2025-11-28T14:00:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12164", "timestamp": "2025-03-16T06:30:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12165", "timestamp": "2022-02-02T01:07:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12166", "timestamp": "2022-11-14T04:39:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7534947367", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7534947367) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12167", "timestamp": "2023-11-09T10:43:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12168", "timestamp": "2025-06-23T19:18:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12169", "timestamp": "2022-01-09T06:59:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1881228139) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12170", "timestamp": "2023-05-13T09:39:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12171", "timestamp": "2023-01-17T03:18:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12172", "timestamp": "2024-05-18T06:48:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12173", "timestamp": "2024-04-19T04:39:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12174", "timestamp": "2022-11-21T07:31:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12175", "timestamp": "2025-09-20T23:42:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12176", "timestamp": "2024-01-01T11:20:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12177", "timestamp": "2025-09-24T13:11:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12178", "timestamp": "2022-10-19T07:39:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12179", "timestamp": "2022-01-20T21:55:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12180", "timestamp": "2023-12-03T09:56:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12181", "timestamp": "2022-02-11T04:47:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12182", "timestamp": "2022-01-14T04:41:00", "year": 2022, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX0834283211) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12183", "timestamp": "2025-12-19T20:22:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12184", "timestamp": "2025-03-29T05:33:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12185", "timestamp": "2022-09-22T15:05:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12186", "timestamp": "2023-09-14T14:09:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12187", "timestamp": "2025-06-14T00:57:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12188", "timestamp": "2023-11-21T23:30:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12189", "timestamp": "2023-02-17T03:42:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12190", "timestamp": "2025-12-06T22:32:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12191", "timestamp": "2022-10-22T01:09:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8214463370) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12192", "timestamp": "2025-07-28T09:05:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12193", "timestamp": "2023-05-26T09:13:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12194", "timestamp": "2023-11-15T12:00:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12195", "timestamp": "2024-05-15T18:41:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12196", "timestamp": "2024-05-06T03:53:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12197", "timestamp": "2023-10-30T23:23:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12198", "timestamp": "2023-10-12T17:26:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12199", "timestamp": "2025-11-28T00:12:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12200", "timestamp": "2023-03-07T05:01:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12201", "timestamp": "2023-05-29T07:37:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12202", "timestamp": "2022-11-29T01:49:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12203", "timestamp": "2023-02-27T01:09:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12204", "timestamp": "2022-01-10T12:22:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12205", "timestamp": "2025-12-07T17:28:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12206", "timestamp": "2023-11-17T12:00:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12207", "timestamp": "2022-06-11T03:03:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4280162874", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX4280162874) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12208", "timestamp": "2022-06-15T05:46:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12209", "timestamp": "2024-09-23T14:34:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12210", "timestamp": "2025-02-28T00:13:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12211", "timestamp": "2025-01-05T23:11:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12212", "timestamp": "2023-10-11T04:55:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12213", "timestamp": "2022-04-22T00:03:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12214", "timestamp": "2022-04-13T12:42:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12215", "timestamp": "2025-01-04T01:02:00", "year": 2025, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX6377403902", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6377403902). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12216", "timestamp": "2023-08-19T12:13:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12217", "timestamp": "2022-03-27T17:57:00", "year": 2022, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12218", "timestamp": "2022-03-09T17:08:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2378580949", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX2378580949) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12219", "timestamp": "2025-01-17T23:14:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12220", "timestamp": "2022-04-12T04:19:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12221", "timestamp": "2025-04-05T06:29:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12222", "timestamp": "2024-06-06T01:07:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12223", "timestamp": "2025-04-16T08:18:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12224", "timestamp": "2024-08-31T20:14:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12225", "timestamp": "2024-05-23T01:42:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12226", "timestamp": "2023-01-19T04:50:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12227", "timestamp": "2023-02-19T05:56:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12228", "timestamp": "2024-10-13T04:39:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12229", "timestamp": "2024-02-10T18:29:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12230", "timestamp": "2022-06-16T21:39:00", "year": 2022, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6752230294) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12231", "timestamp": "2024-01-14T17:00:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12232", "timestamp": "2025-06-09T01:56:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12233", "timestamp": "2023-09-17T08:58:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12234", "timestamp": "2025-11-20T18:52:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12235", "timestamp": "2024-01-24T00:26:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12236", "timestamp": "2024-01-31T22:01:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8648793200). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12237", "timestamp": "2022-11-23T13:27:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12238", "timestamp": "2025-02-22T17:08:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12239", "timestamp": "2025-06-03T00:10:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12240", "timestamp": "2025-05-30T23:28:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12241", "timestamp": "2025-05-15T20:15:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12242", "timestamp": "2022-01-03T12:08:00", "year": 2022, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6186966230) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12243", "timestamp": "2025-03-16T19:25:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12244", "timestamp": "2022-11-18T14:19:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12245", "timestamp": "2024-06-23T12:35:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12246", "timestamp": "2022-04-16T07:19:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12247", "timestamp": "2023-05-20T16:05:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12248", "timestamp": "2022-09-20T11:41:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12249", "timestamp": "2024-11-12T02:17:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12250", "timestamp": "2024-06-22T16:14:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12251", "timestamp": "2025-06-02T03:10:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12252", "timestamp": "2025-01-03T06:37:00", "year": 2025, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4865854798) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12253", "timestamp": "2024-06-28T13:03:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12254", "timestamp": "2024-01-16T16:24:00", "year": 2024, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12255", "timestamp": "2025-02-20T20:54:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12256", "timestamp": "2022-06-24T07:51:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12257", "timestamp": "2025-05-01T22:26:00", "year": 2025, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX9675521990", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9675521990). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12258", "timestamp": "2025-01-20T02:02:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12259", "timestamp": "2023-10-05T17:30:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12260", "timestamp": "2024-02-21T14:13:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12261", "timestamp": "2024-04-05T21:57:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12262", "timestamp": "2022-09-29T03:32:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12263", "timestamp": "2024-01-12T12:18:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12264", "timestamp": "2023-07-17T17:35:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12265", "timestamp": "2022-09-06T00:52:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12266", "timestamp": "2023-02-13T12:42:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12267", "timestamp": "2025-05-15T20:56:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12268", "timestamp": "2024-06-10T10:26:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12269", "timestamp": "2022-12-13T10:00:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12270", "timestamp": "2025-10-10T10:28:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12271", "timestamp": "2025-02-16T10:07:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12272", "timestamp": "2023-01-31T22:30:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12273", "timestamp": "2022-08-30T05:49:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12274", "timestamp": "2024-11-06T01:24:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12275", "timestamp": "2024-05-18T12:09:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12276", "timestamp": "2024-08-11T17:12:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12277", "timestamp": "2023-12-08T23:01:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12278", "timestamp": "2022-11-15T11:16:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12279", "timestamp": "2025-11-25T05:12:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12280", "timestamp": "2023-11-29T13:47:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12281", "timestamp": "2023-10-12T06:38:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12282", "timestamp": "2024-09-07T07:50:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12283", "timestamp": "2025-10-04T00:27:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12284", "timestamp": "2025-06-16T09:27:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12285", "timestamp": "2023-11-28T00:12:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12286", "timestamp": "2022-09-09T13:10:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12287", "timestamp": "2023-10-26T12:16:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12288", "timestamp": "2022-12-01T05:58:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12289", "timestamp": "2024-09-14T10:18:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12290", "timestamp": "2024-08-23T09:09:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12291", "timestamp": "2025-07-12T17:55:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12292", "timestamp": "2023-10-10T06:01:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12293", "timestamp": "2022-01-26T14:38:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12294", "timestamp": "2023-05-12T12:16:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12295", "timestamp": "2022-06-21T11:43:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12296", "timestamp": "2022-01-10T08:50:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12297", "timestamp": "2023-12-30T14:42:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12298", "timestamp": "2024-05-04T17:04:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12299", "timestamp": "2024-01-26T07:03:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12300", "timestamp": "2025-10-11T03:38:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7647962945) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12301", "timestamp": "2024-06-14T17:08:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12302", "timestamp": "2024-04-18T22:19:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12303", "timestamp": "2025-08-20T00:39:00", "year": 2025, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX6074673488", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12304", "timestamp": "2022-11-18T08:37:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12305", "timestamp": "2024-04-02T16:42:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12306", "timestamp": "2024-07-28T13:50:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12307", "timestamp": "2023-11-04T09:36:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12308", "timestamp": "2023-01-08T12:58:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12309", "timestamp": "2024-07-23T01:34:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5712638047) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12310", "timestamp": "2025-10-24T23:03:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12311", "timestamp": "2022-04-21T10:48:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12312", "timestamp": "2025-09-09T15:58:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12313", "timestamp": "2024-11-14T02:55:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12314", "timestamp": "2025-11-26T23:16:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12315", "timestamp": "2024-02-13T06:47:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12316", "timestamp": "2025-10-21T05:06:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12317", "timestamp": "2024-09-18T01:49:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12318", "timestamp": "2024-01-09T13:44:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12319", "timestamp": "2023-10-16T16:50:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12320", "timestamp": "2024-01-15T13:47:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12321", "timestamp": "2025-02-25T06:04:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12322", "timestamp": "2022-05-13T07:53:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12323", "timestamp": "2025-02-16T22:57:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12324", "timestamp": "2024-11-26T23:25:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12325", "timestamp": "2024-12-09T21:49:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12326", "timestamp": "2022-05-17T21:59:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12327", "timestamp": "2024-08-24T00:35:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX9680702345", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9680702345). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12328", "timestamp": "2023-05-21T18:27:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12329", "timestamp": "2023-12-28T11:00:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12330", "timestamp": "2023-05-28T22:45:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12331", "timestamp": "2022-02-24T06:46:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12332", "timestamp": "2022-03-25T22:21:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12333", "timestamp": "2022-04-21T20:29:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12334", "timestamp": "2022-11-30T22:43:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12335", "timestamp": "2022-07-24T15:36:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12336", "timestamp": "2025-09-10T05:28:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12337", "timestamp": "2025-04-25T23:50:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12338", "timestamp": "2025-06-19T10:14:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12339", "timestamp": "2024-10-29T04:17:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12340", "timestamp": "2025-05-16T21:22:00", "year": 2025, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12341", "timestamp": "2022-06-14T08:19:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12342", "timestamp": "2025-03-23T12:46:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12343", "timestamp": "2025-09-23T01:34:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12344", "timestamp": "2024-04-10T08:12:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12345", "timestamp": "2022-09-17T03:41:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12346", "timestamp": "2023-07-15T00:03:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12347", "timestamp": "2024-04-06T16:23:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 200000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12348", "timestamp": "2024-08-17T20:03:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX5295860237", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5295860237). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12349", "timestamp": "2024-01-07T23:46:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12350", "timestamp": "2024-10-13T07:21:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12351", "timestamp": "2023-08-21T01:33:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12352", "timestamp": "2025-01-18T03:52:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12353", "timestamp": "2025-06-02T03:44:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12354", "timestamp": "2023-08-13T05:38:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12355", "timestamp": "2025-10-14T11:20:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12356", "timestamp": "2023-06-24T20:20:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12357", "timestamp": "2024-06-20T05:37:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12358", "timestamp": "2022-03-21T23:34:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12359", "timestamp": "2023-04-25T23:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8287895051). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12360", "timestamp": "2025-09-20T19:43:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12361", "timestamp": "2025-07-30T19:22:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12362", "timestamp": "2025-09-22T15:53:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12363", "timestamp": "2023-09-12T06:50:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12364", "timestamp": "2025-03-05T14:57:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12365", "timestamp": "2022-11-24T08:47:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2337483718", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2337483718) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12366", "timestamp": "2025-02-13T03:08:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12367", "timestamp": "2022-02-19T01:09:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12368", "timestamp": "2023-02-20T11:55:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12369", "timestamp": "2022-12-10T12:11:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12370", "timestamp": "2024-10-07T17:11:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12371", "timestamp": "2025-08-09T07:21:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12372", "timestamp": "2022-01-02T08:09:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12373", "timestamp": "2023-07-07T02:51:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12374", "timestamp": "2025-02-27T07:19:00", "year": 2025, "user_query": "I was charged twice on POS for 200000 NGN. How do I dispute? Ref: TRX3615165046", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3615165046). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12375", "timestamp": "2025-12-28T15:12:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12376", "timestamp": "2024-08-22T20:21:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12377", "timestamp": "2023-07-11T21:09:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12378", "timestamp": "2023-03-10T13:38:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12379", "timestamp": "2023-12-06T15:52:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12380", "timestamp": "2025-08-19T03:26:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12381", "timestamp": "2024-09-05T17:33:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12382", "timestamp": "2024-08-04T16:32:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12383", "timestamp": "2025-03-23T07:52:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12384", "timestamp": "2023-11-18T10:37:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12385", "timestamp": "2023-05-03T11:45:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12386", "timestamp": "2025-09-08T00:46:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12387", "timestamp": "2024-12-20T22:54:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12388", "timestamp": "2025-06-17T20:17:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12389", "timestamp": "2023-06-15T04:08:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12390", "timestamp": "2022-12-14T10:55:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7303521226). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12391", "timestamp": "2023-10-03T09:49:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12392", "timestamp": "2023-12-24T13:39:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12393", "timestamp": "2025-12-11T12:26:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12394", "timestamp": "2023-09-05T21:46:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12395", "timestamp": "2025-03-06T06:53:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12396", "timestamp": "2024-07-26T05:08:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12397", "timestamp": "2025-04-26T20:12:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12398", "timestamp": "2022-04-05T23:35:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12399", "timestamp": "2023-07-30T01:51:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12400", "timestamp": "2024-01-01T13:21:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12401", "timestamp": "2025-11-22T23:44:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12402", "timestamp": "2024-08-27T00:17:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12403", "timestamp": "2022-06-10T16:27:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12404", "timestamp": "2025-09-12T01:03:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12405", "timestamp": "2024-09-24T19:35:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12406", "timestamp": "2024-02-25T19:14:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12407", "timestamp": "2022-10-28T03:01:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12408", "timestamp": "2025-03-08T09:16:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12409", "timestamp": "2024-11-12T19:19:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12410", "timestamp": "2024-07-06T05:15:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12411", "timestamp": "2025-04-01T21:49:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12412", "timestamp": "2024-12-02T18:55:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12413", "timestamp": "2025-01-16T14:31:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12414", "timestamp": "2025-06-24T06:56:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12415", "timestamp": "2023-03-29T17:49:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12416", "timestamp": "2024-01-20T20:43:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12417", "timestamp": "2022-02-25T02:21:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12418", "timestamp": "2025-07-04T01:12:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12419", "timestamp": "2024-03-30T06:47:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12420", "timestamp": "2023-10-15T04:03:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12421", "timestamp": "2025-04-14T15:53:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12422", "timestamp": "2022-01-18T19:59:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12423", "timestamp": "2023-09-14T04:42:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12424", "timestamp": "2025-01-20T00:46:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12425", "timestamp": "2023-05-03T06:30:00", "year": 2023, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12426", "timestamp": "2025-06-05T00:43:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12427", "timestamp": "2022-04-04T18:07:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12428", "timestamp": "2022-09-27T14:21:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12429", "timestamp": "2022-01-24T00:48:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12430", "timestamp": "2025-08-19T22:19:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6274821873) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12431", "timestamp": "2022-03-10T05:43:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12432", "timestamp": "2024-04-08T06:22:00", "year": 2024, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12433", "timestamp": "2024-05-23T18:46:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12434", "timestamp": "2022-04-13T16:32:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12435", "timestamp": "2023-08-22T00:02:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12436", "timestamp": "2023-07-30T11:33:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12437", "timestamp": "2022-01-17T15:14:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12438", "timestamp": "2025-04-26T00:03:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12439", "timestamp": "2025-01-22T19:47:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12440", "timestamp": "2024-12-26T19:43:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12441", "timestamp": "2024-03-21T08:31:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2831220558) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12442", "timestamp": "2023-12-21T11:09:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12443", "timestamp": "2022-11-26T01:50:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12444", "timestamp": "2024-05-03T03:50:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12445", "timestamp": "2023-04-15T17:48:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12446", "timestamp": "2024-07-14T07:33:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12447", "timestamp": "2023-09-07T18:59:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12448", "timestamp": "2024-09-19T23:34:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12449", "timestamp": "2025-10-25T11:16:00", "year": 2025, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9829386848) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12450", "timestamp": "2024-01-18T23:41:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12451", "timestamp": "2023-10-22T13:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12452", "timestamp": "2023-03-08T18:52:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12453", "timestamp": "2025-01-13T08:20:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12454", "timestamp": "2022-04-18T11:46:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9225469562) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12455", "timestamp": "2025-06-16T15:55:00", "year": 2025, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX4695975490", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12456", "timestamp": "2025-07-14T02:01:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12457", "timestamp": "2024-05-19T14:23:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12458", "timestamp": "2023-05-19T13:36:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12459", "timestamp": "2025-07-15T14:33:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12460", "timestamp": "2025-05-05T19:05:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12461", "timestamp": "2024-05-04T03:21:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12462", "timestamp": "2022-08-12T19:35:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12463", "timestamp": "2023-05-28T00:10:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12464", "timestamp": "2022-03-18T06:31:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12465", "timestamp": "2022-10-26T16:09:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6594285197) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12466", "timestamp": "2025-10-12T11:28:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12467", "timestamp": "2022-07-14T14:56:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12468", "timestamp": "2024-02-21T05:34:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12469", "timestamp": "2024-10-28T15:12:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12470", "timestamp": "2025-08-11T15:41:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12471", "timestamp": "2025-07-07T20:33:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12472", "timestamp": "2023-03-20T09:20:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12473", "timestamp": "2022-04-24T15:08:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12474", "timestamp": "2023-07-21T03:53:00", "year": 2023, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12475", "timestamp": "2022-10-30T19:00:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12476", "timestamp": "2024-12-02T17:16:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12477", "timestamp": "2022-03-16T09:40:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2292993826", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2292993826) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12478", "timestamp": "2023-04-01T15:34:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12479", "timestamp": "2022-04-26T14:48:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12480", "timestamp": "2022-02-16T05:15:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12481", "timestamp": "2024-03-13T10:04:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12482", "timestamp": "2023-12-18T15:52:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12483", "timestamp": "2024-05-15T23:10:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12484", "timestamp": "2024-11-14T04:39:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12485", "timestamp": "2022-04-17T13:20:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12486", "timestamp": "2025-04-01T20:55:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12487", "timestamp": "2024-07-13T22:37:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12488", "timestamp": "2025-12-20T01:25:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12489", "timestamp": "2022-03-04T20:46:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12490", "timestamp": "2022-10-29T20:24:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9217265924", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9217265924) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12491", "timestamp": "2024-03-09T22:19:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12492", "timestamp": "2024-09-14T14:04:00", "year": 2024, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12493", "timestamp": "2022-08-21T16:46:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12494", "timestamp": "2025-03-22T21:26:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12495", "timestamp": "2023-03-20T20:17:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12496", "timestamp": "2025-08-28T16:14:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12497", "timestamp": "2022-02-20T05:29:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12498", "timestamp": "2022-08-02T11:31:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12499", "timestamp": "2024-03-23T05:44:00", "year": 2024, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX5475102860", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12500", "timestamp": "2025-07-15T10:52:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12501", "timestamp": "2023-08-19T21:12:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12502", "timestamp": "2025-01-15T00:10:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12503", "timestamp": "2025-12-27T02:26:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12504", "timestamp": "2022-09-08T17:08:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12505", "timestamp": "2024-02-19T00:18:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12506", "timestamp": "2022-04-25T22:17:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12507", "timestamp": "2024-09-15T00:19:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12508", "timestamp": "2024-11-03T19:33:00", "year": 2024, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3919369390) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12509", "timestamp": "2025-03-14T12:28:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12510", "timestamp": "2023-03-23T10:19:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12511", "timestamp": "2024-05-06T02:11:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12512", "timestamp": "2025-12-14T04:48:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12513", "timestamp": "2025-08-29T23:14:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2708967622). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12514", "timestamp": "2024-10-10T23:59:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12515", "timestamp": "2024-01-28T16:34:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12516", "timestamp": "2022-12-27T04:27:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12517", "timestamp": "2025-02-02T09:45:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12518", "timestamp": "2023-01-21T11:39:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12519", "timestamp": "2024-10-11T12:46:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12520", "timestamp": "2025-06-24T17:28:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12521", "timestamp": "2024-11-28T10:10:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12522", "timestamp": "2022-10-15T09:56:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX6059475419", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12523", "timestamp": "2022-07-25T14:27:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12524", "timestamp": "2022-06-25T04:24:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12525", "timestamp": "2023-06-23T22:08:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12526", "timestamp": "2022-10-03T07:09:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12527", "timestamp": "2023-11-22T20:00:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8620552978) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12528", "timestamp": "2024-09-29T05:48:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12529", "timestamp": "2022-11-18T18:11:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX5182639929) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12530", "timestamp": "2022-09-22T16:18:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12531", "timestamp": "2024-08-13T12:35:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12532", "timestamp": "2022-07-11T05:38:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12533", "timestamp": "2023-04-28T12:55:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12534", "timestamp": "2022-06-25T20:35:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12535", "timestamp": "2024-07-22T20:24:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2299399346) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12536", "timestamp": "2023-05-20T11:16:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12537", "timestamp": "2025-12-05T20:28:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12538", "timestamp": "2025-05-17T02:20:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12539", "timestamp": "2024-03-06T15:13:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0863455170). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12540", "timestamp": "2022-03-24T15:58:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12541", "timestamp": "2023-05-27T15:51:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12542", "timestamp": "2023-04-06T22:29:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12543", "timestamp": "2025-05-04T14:25:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12544", "timestamp": "2022-03-19T09:59:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12545", "timestamp": "2022-07-07T18:53:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12546", "timestamp": "2023-05-28T16:17:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12547", "timestamp": "2024-06-09T19:42:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12548", "timestamp": "2022-09-26T08:20:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1683832504). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12549", "timestamp": "2022-11-18T08:33:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12550", "timestamp": "2022-10-30T16:31:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12551", "timestamp": "2025-04-18T06:04:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12552", "timestamp": "2023-07-12T12:23:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12553", "timestamp": "2024-05-04T16:32:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12554", "timestamp": "2022-11-21T05:41:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12555", "timestamp": "2025-06-27T14:49:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12556", "timestamp": "2025-03-18T06:50:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12557", "timestamp": "2022-11-23T19:30:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12558", "timestamp": "2022-03-13T16:07:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12559", "timestamp": "2025-01-01T18:58:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12560", "timestamp": "2024-12-03T16:51:00", "year": 2024, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX6101762528", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6101762528). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12561", "timestamp": "2024-03-25T00:51:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12562", "timestamp": "2022-10-05T15:59:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12563", "timestamp": "2025-06-22T19:20:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12564", "timestamp": "2024-09-27T17:39:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12565", "timestamp": "2025-06-09T14:53:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12566", "timestamp": "2022-01-04T13:59:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12567", "timestamp": "2022-03-10T22:32:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12568", "timestamp": "2023-01-03T06:16:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12569", "timestamp": "2023-01-28T09:15:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12570", "timestamp": "2022-01-28T17:50:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12571", "timestamp": "2024-05-01T10:56:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12572", "timestamp": "2024-12-24T06:02:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12573", "timestamp": "2022-11-04T06:19:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12574", "timestamp": "2022-02-20T19:38:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12575", "timestamp": "2024-09-03T06:22:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3567339014) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12576", "timestamp": "2023-09-23T06:58:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12577", "timestamp": "2023-01-26T11:38:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12578", "timestamp": "2025-08-30T21:58:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12579", "timestamp": "2024-11-18T04:42:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12580", "timestamp": "2023-08-19T13:42:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12581", "timestamp": "2024-11-24T12:04:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12582", "timestamp": "2022-10-17T09:09:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12583", "timestamp": "2024-06-01T09:37:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12584", "timestamp": "2025-05-28T20:41:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12585", "timestamp": "2024-05-16T06:53:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12586", "timestamp": "2025-02-20T15:20:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12587", "timestamp": "2023-02-25T05:00:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12588", "timestamp": "2024-07-05T11:31:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12589", "timestamp": "2025-04-21T08:22:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12590", "timestamp": "2024-04-04T14:40:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX1378901908", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12591", "timestamp": "2023-09-06T13:17:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12592", "timestamp": "2022-04-05T07:05:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12593", "timestamp": "2024-09-18T07:08:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12594", "timestamp": "2022-02-02T12:39:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12595", "timestamp": "2024-11-13T17:57:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12596", "timestamp": "2024-05-24T16:31:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12597", "timestamp": "2024-03-19T05:47:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4729174536). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12598", "timestamp": "2025-06-27T01:02:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12599", "timestamp": "2022-08-29T03:18:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12600", "timestamp": "2023-12-14T09:39:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12601", "timestamp": "2024-07-21T10:40:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12602", "timestamp": "2023-01-24T10:14:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12603", "timestamp": "2025-06-24T13:15:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12604", "timestamp": "2023-08-26T00:43:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12605", "timestamp": "2023-07-25T12:51:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12606", "timestamp": "2024-08-12T08:50:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12607", "timestamp": "2022-07-21T12:08:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12608", "timestamp": "2023-03-21T07:03:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12609", "timestamp": "2022-03-31T09:17:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1687520139", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1687520139) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12610", "timestamp": "2024-06-03T17:16:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12611", "timestamp": "2023-03-08T15:51:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12612", "timestamp": "2025-03-08T15:38:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12613", "timestamp": "2025-03-23T07:35:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12614", "timestamp": "2025-06-09T04:16:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12615", "timestamp": "2022-10-02T06:17:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12616", "timestamp": "2023-02-26T11:09:00", "year": 2023, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3316172480) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12617", "timestamp": "2022-04-24T21:26:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12618", "timestamp": "2024-05-07T22:36:00", "year": 2024, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12619", "timestamp": "2024-09-28T01:17:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12620", "timestamp": "2024-11-05T08:50:00", "year": 2024, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12621", "timestamp": "2024-08-03T11:42:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12622", "timestamp": "2024-07-05T03:34:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12623", "timestamp": "2022-07-03T10:39:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12624", "timestamp": "2025-03-08T23:31:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12625", "timestamp": "2022-12-21T02:06:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12626", "timestamp": "2023-12-10T09:17:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12627", "timestamp": "2025-06-22T12:18:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12628", "timestamp": "2022-08-12T02:46:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12629", "timestamp": "2025-02-25T16:18:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12630", "timestamp": "2025-11-05T06:57:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12631", "timestamp": "2023-06-18T16:40:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12632", "timestamp": "2023-08-08T08:31:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12633", "timestamp": "2022-06-28T18:41:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12634", "timestamp": "2022-11-23T10:38:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12635", "timestamp": "2025-08-15T14:55:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12636", "timestamp": "2024-11-11T03:41:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12637", "timestamp": "2025-04-16T00:22:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12638", "timestamp": "2022-08-14T11:14:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12639", "timestamp": "2023-10-23T19:48:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12640", "timestamp": "2025-01-12T23:20:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12641", "timestamp": "2023-06-04T10:15:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX2947440291) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12642", "timestamp": "2023-11-21T08:23:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12643", "timestamp": "2025-10-29T19:05:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12644", "timestamp": "2025-10-13T15:12:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12645", "timestamp": "2022-07-18T01:52:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12646", "timestamp": "2023-11-12T19:08:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12647", "timestamp": "2024-08-30T04:59:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12648", "timestamp": "2023-04-14T01:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12649", "timestamp": "2023-08-20T10:03:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12650", "timestamp": "2025-05-09T18:20:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12651", "timestamp": "2023-07-01T11:43:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12652", "timestamp": "2024-04-05T08:37:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12653", "timestamp": "2022-09-23T13:21:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12654", "timestamp": "2025-01-25T07:47:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12655", "timestamp": "2024-04-10T07:46:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12656", "timestamp": "2025-03-16T07:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12657", "timestamp": "2024-07-10T23:19:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12658", "timestamp": "2024-10-10T12:52:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12659", "timestamp": "2022-06-05T00:32:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12660", "timestamp": "2025-08-13T00:29:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12661", "timestamp": "2022-06-18T03:44:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12662", "timestamp": "2025-01-05T13:33:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12663", "timestamp": "2023-09-24T02:15:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12664", "timestamp": "2022-10-18T21:14:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12665", "timestamp": "2023-06-11T14:44:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12666", "timestamp": "2023-10-31T14:56:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12667", "timestamp": "2023-01-09T04:32:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12668", "timestamp": "2023-04-06T07:26:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12669", "timestamp": "2023-07-27T01:33:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12670", "timestamp": "2022-08-18T08:23:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6588373517) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12671", "timestamp": "2025-07-09T11:14:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12672", "timestamp": "2022-10-23T23:46:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12673", "timestamp": "2024-10-05T05:02:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12674", "timestamp": "2023-04-22T03:57:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12675", "timestamp": "2022-02-03T09:07:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12676", "timestamp": "2024-06-01T18:25:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6919864594", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6919864594) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12677", "timestamp": "2022-06-27T05:50:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12678", "timestamp": "2023-06-30T15:50:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12679", "timestamp": "2022-11-15T15:33:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12680", "timestamp": "2025-07-08T05:21:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12681", "timestamp": "2025-02-06T04:56:00", "year": 2025, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1118384473) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12682", "timestamp": "2022-04-21T00:52:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12683", "timestamp": "2023-01-22T10:29:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12684", "timestamp": "2025-03-20T03:29:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12685", "timestamp": "2023-07-28T06:46:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12686", "timestamp": "2025-07-18T23:30:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12687", "timestamp": "2022-12-24T05:30:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12688", "timestamp": "2024-08-01T12:19:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12689", "timestamp": "2025-01-30T01:31:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12690", "timestamp": "2023-01-15T13:28:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12691", "timestamp": "2023-03-09T19:08:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12692", "timestamp": "2025-06-27T11:35:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12693", "timestamp": "2025-12-11T04:17:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12694", "timestamp": "2024-12-27T13:49:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12695", "timestamp": "2025-06-22T20:59:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12696", "timestamp": "2023-07-12T11:09:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12697", "timestamp": "2022-10-29T20:27:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12698", "timestamp": "2023-05-25T10:30:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12699", "timestamp": "2023-03-04T02:38:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12700", "timestamp": "2022-05-19T07:24:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12701", "timestamp": "2023-08-05T21:28:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12702", "timestamp": "2024-02-01T08:21:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12703", "timestamp": "2024-10-07T10:31:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12704", "timestamp": "2023-10-25T08:31:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12705", "timestamp": "2023-01-10T20:03:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12706", "timestamp": "2023-02-21T02:24:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12707", "timestamp": "2022-12-12T23:19:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12708", "timestamp": "2025-02-18T20:55:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12709", "timestamp": "2023-01-12T12:58:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12710", "timestamp": "2024-05-31T18:40:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12711", "timestamp": "2024-05-10T19:59:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12712", "timestamp": "2025-01-08T13:22:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12713", "timestamp": "2024-08-14T17:30:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12714", "timestamp": "2023-11-24T08:52:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12715", "timestamp": "2022-05-01T21:23:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12716", "timestamp": "2025-01-22T21:26:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12717", "timestamp": "2024-02-07T12:04:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12718", "timestamp": "2022-05-10T01:33:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12719", "timestamp": "2023-12-31T07:25:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12720", "timestamp": "2022-04-21T10:40:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12721", "timestamp": "2024-07-12T21:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12722", "timestamp": "2022-12-27T11:02:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX9705866978) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12723", "timestamp": "2025-01-15T22:02:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12724", "timestamp": "2022-02-17T09:36:00", "year": 2022, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12725", "timestamp": "2025-08-25T17:59:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12726", "timestamp": "2024-07-06T00:14:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12727", "timestamp": "2023-12-19T22:06:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12728", "timestamp": "2022-10-26T21:37:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12729", "timestamp": "2025-08-25T20:28:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12730", "timestamp": "2023-04-15T00:19:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12731", "timestamp": "2022-04-27T19:23:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12732", "timestamp": "2023-04-17T22:15:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12733", "timestamp": "2023-01-13T09:27:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12734", "timestamp": "2025-11-04T21:52:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12735", "timestamp": "2022-10-03T19:55:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12736", "timestamp": "2025-09-17T07:19:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12737", "timestamp": "2023-07-30T09:29:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12738", "timestamp": "2025-12-01T05:34:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12739", "timestamp": "2024-04-10T00:44:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12740", "timestamp": "2024-02-18T17:59:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12741", "timestamp": "2025-09-07T22:57:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_12742", "timestamp": "2024-10-08T20:39:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12743", "timestamp": "2024-09-22T08:56:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12744", "timestamp": "2023-03-03T17:11:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12745", "timestamp": "2022-09-19T14:48:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12746", "timestamp": "2025-04-25T04:32:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12747", "timestamp": "2023-01-08T11:25:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12748", "timestamp": "2025-12-25T07:56:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12749", "timestamp": "2023-04-17T17:53:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12750", "timestamp": "2022-03-30T18:37:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12751", "timestamp": "2024-11-02T13:41:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12752", "timestamp": "2023-07-29T11:03:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12753", "timestamp": "2023-03-29T05:32:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12754", "timestamp": "2022-08-19T06:37:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12755", "timestamp": "2024-03-20T15:16:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_12756", "timestamp": "2022-02-10T17:12:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12757", "timestamp": "2025-06-21T02:27:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12758", "timestamp": "2024-08-22T15:25:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12759", "timestamp": "2022-09-15T03:47:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12760", "timestamp": "2024-02-20T05:01:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12761", "timestamp": "2025-02-13T09:06:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12762", "timestamp": "2022-10-02T06:53:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12763", "timestamp": "2024-07-25T04:24:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12764", "timestamp": "2023-11-05T23:19:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0223016624) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12765", "timestamp": "2022-05-05T18:45:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12766", "timestamp": "2022-11-29T13:33:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12767", "timestamp": "2025-07-23T16:41:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12768", "timestamp": "2023-02-14T04:38:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12769", "timestamp": "2023-08-14T11:02:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12770", "timestamp": "2025-06-29T02:23:00", "year": 2025, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12771", "timestamp": "2023-10-12T11:18:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX9958932948", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9958932948). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12772", "timestamp": "2025-01-21T16:13:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12773", "timestamp": "2022-09-19T09:53:00", "year": 2022, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12774", "timestamp": "2023-02-28T13:04:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12775", "timestamp": "2023-01-30T10:15:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12776", "timestamp": "2023-11-14T06:18:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12777", "timestamp": "2022-10-03T03:17:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12778", "timestamp": "2024-07-05T05:37:00", "year": 2024, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6569182660", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12779", "timestamp": "2025-10-29T21:33:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12780", "timestamp": "2022-09-23T06:19:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12781", "timestamp": "2025-01-23T09:39:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12782", "timestamp": "2024-11-23T18:11:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12783", "timestamp": "2024-04-25T12:53:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12784", "timestamp": "2024-02-11T22:19:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12785", "timestamp": "2023-09-02T23:25:00", "year": 2023, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12786", "timestamp": "2025-04-09T06:20:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12787", "timestamp": "2023-01-24T09:20:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12788", "timestamp": "2025-08-24T13:46:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12789", "timestamp": "2022-06-11T05:48:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12790", "timestamp": "2025-04-29T04:11:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12791", "timestamp": "2023-09-03T16:07:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12792", "timestamp": "2024-09-24T06:05:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12793", "timestamp": "2025-01-11T21:33:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12794", "timestamp": "2022-07-16T16:17:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12795", "timestamp": "2025-08-16T08:06:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12796", "timestamp": "2025-03-25T00:00:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12797", "timestamp": "2025-06-28T09:14:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12798", "timestamp": "2022-12-11T22:09:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12799", "timestamp": "2025-06-29T02:27:00", "year": 2025, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12800", "timestamp": "2022-03-18T03:40:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12801", "timestamp": "2024-12-26T05:10:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12802", "timestamp": "2025-11-26T19:13:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12803", "timestamp": "2023-04-21T10:35:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12804", "timestamp": "2024-05-01T02:35:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12805", "timestamp": "2025-09-13T16:50:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12806", "timestamp": "2025-03-01T11:56:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12807", "timestamp": "2022-08-12T22:48:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12808", "timestamp": "2024-01-23T02:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12809", "timestamp": "2025-05-18T23:42:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12810", "timestamp": "2025-10-04T02:04:00", "year": 2025, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1196325600) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12811", "timestamp": "2024-03-17T22:57:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12812", "timestamp": "2022-01-11T23:39:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12813", "timestamp": "2022-10-27T14:29:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12814", "timestamp": "2022-01-16T22:20:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12815", "timestamp": "2024-07-13T08:58:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12816", "timestamp": "2022-08-18T08:53:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12817", "timestamp": "2025-12-02T22:01:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12818", "timestamp": "2023-06-03T20:45:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12819", "timestamp": "2023-01-22T16:18:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12820", "timestamp": "2025-05-31T13:32:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12821", "timestamp": "2024-10-28T04:57:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12822", "timestamp": "2023-09-12T06:43:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12823", "timestamp": "2025-09-27T01:48:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12824", "timestamp": "2024-01-14T10:13:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12825", "timestamp": "2024-06-14T00:33:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12826", "timestamp": "2023-04-15T04:07:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12827", "timestamp": "2025-05-05T01:16:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12828", "timestamp": "2024-09-09T11:53:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX1795033941", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1795033941). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12829", "timestamp": "2025-10-21T13:19:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12830", "timestamp": "2025-06-16T18:34:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12831", "timestamp": "2023-09-15T10:52:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12832", "timestamp": "2024-03-26T13:05:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12833", "timestamp": "2023-02-23T19:28:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12834", "timestamp": "2022-02-22T23:47:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12835", "timestamp": "2023-11-21T14:29:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12836", "timestamp": "2022-02-27T04:07:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12837", "timestamp": "2022-05-03T13:28:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12838", "timestamp": "2024-02-16T18:35:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12839", "timestamp": "2025-02-11T01:51:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12840", "timestamp": "2022-12-19T06:39:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12841", "timestamp": "2024-08-08T04:25:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12842", "timestamp": "2024-04-17T22:09:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12843", "timestamp": "2022-01-07T03:53:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12844", "timestamp": "2023-10-26T21:55:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12845", "timestamp": "2022-09-06T00:03:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX3187048153", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12846", "timestamp": "2024-02-16T22:13:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12847", "timestamp": "2022-03-22T22:16:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12848", "timestamp": "2023-03-05T06:39:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12849", "timestamp": "2025-01-11T12:59:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12850", "timestamp": "2024-09-19T05:40:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12851", "timestamp": "2023-08-29T06:57:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12852", "timestamp": "2022-12-11T21:44:00", "year": 2022, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8183330898) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12853", "timestamp": "2022-04-21T13:11:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12854", "timestamp": "2025-05-17T15:32:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12855", "timestamp": "2022-08-28T14:35:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12856", "timestamp": "2023-03-16T01:21:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12857", "timestamp": "2024-09-13T10:54:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12858", "timestamp": "2025-08-12T01:29:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12859", "timestamp": "2025-10-10T15:24:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5060341053). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12860", "timestamp": "2022-07-29T08:09:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7005883415). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12861", "timestamp": "2022-09-17T02:38:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12862", "timestamp": "2023-04-16T03:38:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12863", "timestamp": "2025-07-29T20:46:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12864", "timestamp": "2025-06-18T05:08:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12865", "timestamp": "2023-11-06T14:51:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12866", "timestamp": "2024-06-17T11:47:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12867", "timestamp": "2024-02-10T12:33:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12868", "timestamp": "2023-03-12T12:44:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12869", "timestamp": "2023-11-09T18:24:00", "year": 2023, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9612418530) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12870", "timestamp": "2024-05-18T17:05:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12871", "timestamp": "2025-04-30T08:27:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12872", "timestamp": "2024-06-23T04:25:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12873", "timestamp": "2024-05-31T03:58:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12874", "timestamp": "2024-10-28T08:13:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_12875", "timestamp": "2024-07-27T06:53:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12876", "timestamp": "2025-06-08T10:20:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12877", "timestamp": "2025-04-01T19:51:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12878", "timestamp": "2025-10-07T16:49:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12879", "timestamp": "2022-11-06T02:20:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12880", "timestamp": "2022-11-13T16:39:00", "year": 2022, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4083426126) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12881", "timestamp": "2025-09-09T01:08:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12882", "timestamp": "2025-10-21T12:21:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12883", "timestamp": "2024-10-23T16:28:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_12884", "timestamp": "2022-06-04T12:44:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12885", "timestamp": "2025-06-17T06:03:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12886", "timestamp": "2022-09-28T11:55:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12887", "timestamp": "2022-09-21T04:42:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12888", "timestamp": "2022-06-09T16:52:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12889", "timestamp": "2022-06-30T08:05:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12890", "timestamp": "2025-01-10T13:00:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12891", "timestamp": "2023-04-07T09:03:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12892", "timestamp": "2025-11-28T00:29:00", "year": 2025, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12893", "timestamp": "2022-11-11T02:14:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12894", "timestamp": "2024-08-18T22:25:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12895", "timestamp": "2025-03-04T13:34:00", "year": 2025, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7454525783) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12896", "timestamp": "2022-04-16T05:52:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12897", "timestamp": "2022-08-23T04:47:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9617037171", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9617037171) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12898", "timestamp": "2025-10-03T14:14:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12899", "timestamp": "2022-07-15T23:30:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12900", "timestamp": "2022-10-18T02:49:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12901", "timestamp": "2022-08-08T17:59:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12902", "timestamp": "2023-07-01T22:19:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12903", "timestamp": "2025-11-17T17:01:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12904", "timestamp": "2024-07-03T05:11:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12905", "timestamp": "2022-06-20T14:22:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12906", "timestamp": "2024-11-07T09:51:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_12907", "timestamp": "2025-10-29T22:30:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12908", "timestamp": "2023-07-20T17:24:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12909", "timestamp": "2024-05-10T08:30:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5237760832", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5237760832) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12910", "timestamp": "2024-07-06T08:08:00", "year": 2024, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX1633823981", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12911", "timestamp": "2023-01-11T06:13:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12912", "timestamp": "2023-05-16T17:19:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12913", "timestamp": "2023-11-17T21:04:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_12914", "timestamp": "2022-12-16T00:06:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12915", "timestamp": "2022-05-20T21:05:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12916", "timestamp": "2022-03-03T18:25:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12917", "timestamp": "2022-08-14T12:55:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12918", "timestamp": "2022-10-17T03:38:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12919", "timestamp": "2024-05-04T05:04:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12920", "timestamp": "2023-12-02T13:43:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12921", "timestamp": "2023-10-16T20:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12922", "timestamp": "2023-01-14T17:19:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12923", "timestamp": "2022-09-29T05:27:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12924", "timestamp": "2023-02-09T21:51:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12925", "timestamp": "2024-09-25T08:55:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12926", "timestamp": "2024-03-30T05:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3092372821). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12927", "timestamp": "2024-09-05T18:01:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12928", "timestamp": "2023-07-19T06:21:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2274586495", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2274586495) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12929", "timestamp": "2024-03-23T18:32:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12930", "timestamp": "2024-09-12T06:57:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12931", "timestamp": "2022-09-27T18:51:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12932", "timestamp": "2022-10-16T08:41:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12933", "timestamp": "2025-11-03T06:07:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_12934", "timestamp": "2023-10-18T01:39:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12935", "timestamp": "2024-02-09T09:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12936", "timestamp": "2022-03-25T04:18:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3390845584", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX3390845584) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12937", "timestamp": "2024-01-16T06:54:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_12938", "timestamp": "2024-09-15T19:48:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12939", "timestamp": "2025-10-21T13:16:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12940", "timestamp": "2025-08-23T17:43:00", "year": 2025, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX8003605985", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12941", "timestamp": "2024-07-28T13:00:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12942", "timestamp": "2022-08-21T06:23:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12943", "timestamp": "2022-01-08T08:19:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12944", "timestamp": "2025-10-23T16:34:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12945", "timestamp": "2023-04-17T06:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12946", "timestamp": "2024-06-08T15:23:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12947", "timestamp": "2023-01-07T21:56:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12948", "timestamp": "2025-06-29T04:24:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12949", "timestamp": "2024-12-09T13:21:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12950", "timestamp": "2022-04-03T21:54:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12951", "timestamp": "2023-04-16T06:49:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12952", "timestamp": "2022-07-15T14:07:00", "year": 2022, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8354666871) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12953", "timestamp": "2024-10-03T06:47:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_12954", "timestamp": "2025-05-12T17:28:00", "year": 2025, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12955", "timestamp": "2023-06-17T02:50:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_12956", "timestamp": "2025-12-26T07:10:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_12957", "timestamp": "2023-11-24T06:38:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12958", "timestamp": "2023-07-20T15:12:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12959", "timestamp": "2024-02-20T06:01:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12960", "timestamp": "2023-05-28T23:16:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12961", "timestamp": "2022-04-12T23:12:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12962", "timestamp": "2025-02-13T12:06:00", "year": 2025, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12963", "timestamp": "2023-07-16T20:45:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12964", "timestamp": "2024-11-10T23:12:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12965", "timestamp": "2024-05-27T20:17:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12966", "timestamp": "2025-04-26T23:07:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12967", "timestamp": "2024-03-24T13:56:00", "year": 2024, "user_query": "I was charged twice on POS for 50000 NGN. How do I dispute? Ref: TRX7597315752", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7597315752). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12968", "timestamp": "2024-01-26T13:28:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12969", "timestamp": "2023-09-29T23:26:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_12970", "timestamp": "2023-08-11T10:33:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12971", "timestamp": "2024-02-25T09:42:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12972", "timestamp": "2022-11-03T11:22:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX8171770124) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_12973", "timestamp": "2025-01-22T21:36:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_12974", "timestamp": "2025-09-05T06:45:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12975", "timestamp": "2025-08-14T13:36:00", "year": 2025, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12976", "timestamp": "2023-06-13T09:47:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_12977", "timestamp": "2025-01-15T22:44:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12978", "timestamp": "2023-10-03T20:27:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12979", "timestamp": "2023-12-30T09:48:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12980", "timestamp": "2022-03-30T16:19:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_12981", "timestamp": "2023-09-05T17:58:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_12982", "timestamp": "2024-10-14T13:50:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_12983", "timestamp": "2025-05-17T00:07:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_12984", "timestamp": "2024-02-05T15:50:00", "year": 2024, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_12985", "timestamp": "2025-08-09T18:03:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12986", "timestamp": "2022-09-30T09:43:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_12987", "timestamp": "2023-06-18T04:13:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12988", "timestamp": "2022-07-09T07:17:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12989", "timestamp": "2025-05-03T10:09:00", "year": 2025, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_12990", "timestamp": "2023-12-26T16:22:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_12991", "timestamp": "2022-01-11T21:37:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_12992", "timestamp": "2022-09-02T03:41:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_12993", "timestamp": "2022-10-01T01:51:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_12994", "timestamp": "2022-03-15T17:55:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_12995", "timestamp": "2023-07-05T10:46:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_12996", "timestamp": "2024-03-16T07:22:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12997", "timestamp": "2022-09-13T18:15:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_12998", "timestamp": "2024-08-31T11:29:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_12999", "timestamp": "2025-07-06T15:19:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13000", "timestamp": "2024-01-04T06:01:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13001", "timestamp": "2023-11-06T11:10:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13002", "timestamp": "2023-04-02T00:17:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13003", "timestamp": "2024-08-12T14:19:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13004", "timestamp": "2023-07-22T00:39:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13005", "timestamp": "2022-10-26T09:27:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13006", "timestamp": "2022-04-24T22:59:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13007", "timestamp": "2024-12-11T15:01:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13008", "timestamp": "2024-10-24T22:21:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9747389949). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13009", "timestamp": "2024-07-06T21:56:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13010", "timestamp": "2024-06-19T07:26:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13011", "timestamp": "2023-03-24T13:54:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13012", "timestamp": "2024-12-23T23:26:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13013", "timestamp": "2024-02-16T09:42:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13014", "timestamp": "2023-10-21T12:12:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13015", "timestamp": "2024-05-12T10:08:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13016", "timestamp": "2024-06-15T13:30:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_13017", "timestamp": "2023-08-15T13:13:00", "year": 2023, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13018", "timestamp": "2025-08-08T13:24:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13019", "timestamp": "2023-06-29T11:31:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13020", "timestamp": "2022-04-01T03:41:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13021", "timestamp": "2024-08-22T23:52:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13022", "timestamp": "2024-10-16T12:33:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13023", "timestamp": "2025-05-04T04:24:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13024", "timestamp": "2023-11-16T04:19:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13025", "timestamp": "2022-08-20T02:00:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13026", "timestamp": "2023-06-18T12:52:00", "year": 2023, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13027", "timestamp": "2025-07-14T12:20:00", "year": 2025, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4994668520) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13028", "timestamp": "2025-02-02T20:30:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13029", "timestamp": "2023-08-27T21:21:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13030", "timestamp": "2022-09-13T14:11:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13031", "timestamp": "2022-01-07T21:10:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13032", "timestamp": "2022-07-04T13:40:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13033", "timestamp": "2025-10-24T23:55:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13034", "timestamp": "2024-04-14T19:26:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13035", "timestamp": "2022-01-05T05:30:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13036", "timestamp": "2024-04-07T15:04:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13037", "timestamp": "2024-06-04T04:26:00", "year": 2024, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13038", "timestamp": "2024-03-27T08:54:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13039", "timestamp": "2025-09-22T10:09:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13040", "timestamp": "2025-08-12T02:25:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13041", "timestamp": "2025-08-01T08:02:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13042", "timestamp": "2025-07-29T11:07:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13043", "timestamp": "2025-08-04T09:35:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13044", "timestamp": "2024-07-05T14:13:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13045", "timestamp": "2022-08-24T21:25:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13046", "timestamp": "2024-07-26T05:45:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13047", "timestamp": "2025-12-16T18:53:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13048", "timestamp": "2022-07-30T06:51:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13049", "timestamp": "2025-09-14T15:55:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13050", "timestamp": "2024-10-19T04:17:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13051", "timestamp": "2025-03-02T16:04:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13052", "timestamp": "2022-11-07T11:16:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13053", "timestamp": "2025-01-01T03:11:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13054", "timestamp": "2023-08-16T19:08:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13055", "timestamp": "2025-01-05T18:36:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13056", "timestamp": "2025-12-17T02:25:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1225496991). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13057", "timestamp": "2024-06-09T15:41:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13058", "timestamp": "2024-03-22T09:09:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13059", "timestamp": "2023-02-04T23:45:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13060", "timestamp": "2025-08-12T18:33:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13061", "timestamp": "2022-06-28T00:27:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13062", "timestamp": "2025-12-04T18:42:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13063", "timestamp": "2024-07-12T16:41:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1937895417) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13064", "timestamp": "2024-10-21T00:46:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13065", "timestamp": "2025-08-11T10:52:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13066", "timestamp": "2024-06-29T04:54:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13067", "timestamp": "2025-02-12T23:25:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_13068", "timestamp": "2024-12-12T22:45:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13069", "timestamp": "2024-08-27T23:18:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13070", "timestamp": "2025-11-17T18:17:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_13071", "timestamp": "2024-08-01T02:25:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13072", "timestamp": "2024-08-31T15:52:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13073", "timestamp": "2024-11-04T11:58:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13074", "timestamp": "2025-12-21T09:45:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13075", "timestamp": "2022-04-09T19:34:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13076", "timestamp": "2023-02-10T05:23:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13077", "timestamp": "2025-08-13T08:02:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13078", "timestamp": "2022-07-31T03:28:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13079", "timestamp": "2023-03-12T14:08:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13080", "timestamp": "2024-11-05T10:21:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13081", "timestamp": "2022-10-12T06:43:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13082", "timestamp": "2023-02-07T19:43:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13083", "timestamp": "2025-01-14T23:14:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5684797211). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13084", "timestamp": "2023-08-14T01:15:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13085", "timestamp": "2023-03-22T16:02:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX1495243581", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1495243581). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13086", "timestamp": "2024-12-09T20:38:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13087", "timestamp": "2024-06-06T14:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13088", "timestamp": "2024-12-10T10:35:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13089", "timestamp": "2024-07-07T05:37:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13090", "timestamp": "2023-04-15T19:28:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13091", "timestamp": "2022-04-29T22:29:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13092", "timestamp": "2022-08-20T14:54:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13093", "timestamp": "2023-01-23T23:40:00", "year": 2023, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13094", "timestamp": "2024-11-27T07:38:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13095", "timestamp": "2024-06-02T02:24:00", "year": 2024, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13096", "timestamp": "2024-11-13T21:15:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13097", "timestamp": "2022-05-17T15:25:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13098", "timestamp": "2023-04-13T01:48:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13099", "timestamp": "2024-12-13T15:27:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13100", "timestamp": "2024-06-11T05:06:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13101", "timestamp": "2024-05-09T00:34:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13102", "timestamp": "2023-09-01T09:47:00", "year": 2023, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13103", "timestamp": "2025-02-10T05:27:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13104", "timestamp": "2025-08-15T00:30:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13105", "timestamp": "2023-09-30T18:24:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13106", "timestamp": "2024-08-10T17:19:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13107", "timestamp": "2024-12-20T23:27:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13108", "timestamp": "2024-03-07T09:42:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13109", "timestamp": "2023-09-26T21:39:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13110", "timestamp": "2025-05-26T15:34:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13111", "timestamp": "2022-03-24T11:22:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13112", "timestamp": "2023-02-09T16:45:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13113", "timestamp": "2022-09-10T01:26:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13114", "timestamp": "2025-11-12T04:23:00", "year": 2025, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1406122446) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13115", "timestamp": "2024-09-06T02:05:00", "year": 2024, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX0248362112", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13116", "timestamp": "2024-09-20T21:53:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13117", "timestamp": "2022-09-19T07:07:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13118", "timestamp": "2025-08-24T11:29:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13119", "timestamp": "2023-03-08T13:30:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13120", "timestamp": "2022-04-12T20:36:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13121", "timestamp": "2022-01-12T07:15:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13122", "timestamp": "2025-12-23T23:51:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13123", "timestamp": "2025-11-27T11:35:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13124", "timestamp": "2022-09-25T22:17:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13125", "timestamp": "2025-04-22T07:45:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13126", "timestamp": "2023-10-12T02:06:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13127", "timestamp": "2022-10-01T13:25:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13128", "timestamp": "2023-12-01T11:18:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13129", "timestamp": "2025-11-06T21:20:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9517986366", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX9517986366) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13130", "timestamp": "2022-02-19T03:38:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13131", "timestamp": "2025-12-06T06:00:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13132", "timestamp": "2025-06-06T09:16:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13133", "timestamp": "2024-02-01T11:05:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13134", "timestamp": "2025-05-22T23:10:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13135", "timestamp": "2022-04-16T04:50:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13136", "timestamp": "2022-01-02T14:17:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6890906974) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13137", "timestamp": "2024-10-15T16:36:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13138", "timestamp": "2024-02-08T04:54:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX2641565172", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13139", "timestamp": "2023-12-01T04:22:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13140", "timestamp": "2025-10-07T19:51:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13141", "timestamp": "2025-03-02T23:13:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13142", "timestamp": "2024-11-08T17:49:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13143", "timestamp": "2023-02-12T15:38:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13144", "timestamp": "2024-07-28T12:38:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX1605944251", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1605944251). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13145", "timestamp": "2024-04-19T02:25:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13146", "timestamp": "2023-05-04T18:36:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_13147", "timestamp": "2022-02-05T14:39:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13148", "timestamp": "2024-08-19T19:55:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13149", "timestamp": "2024-01-22T03:45:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13150", "timestamp": "2025-05-29T06:12:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13151", "timestamp": "2023-06-02T13:14:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13152", "timestamp": "2022-02-24T09:44:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13153", "timestamp": "2023-11-05T06:25:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13154", "timestamp": "2025-10-25T01:28:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13155", "timestamp": "2022-02-19T14:02:00", "year": 2022, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13156", "timestamp": "2024-05-15T03:43:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13157", "timestamp": "2023-05-13T08:10:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13158", "timestamp": "2025-10-24T10:37:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13159", "timestamp": "2022-06-05T11:23:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13160", "timestamp": "2024-10-01T14:22:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13161", "timestamp": "2022-05-17T16:23:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13162", "timestamp": "2024-07-27T15:47:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13163", "timestamp": "2023-04-28T09:12:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1067474252", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1067474252) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13164", "timestamp": "2025-04-13T13:47:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13165", "timestamp": "2022-10-15T04:32:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13166", "timestamp": "2022-04-23T10:04:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13167", "timestamp": "2023-07-24T19:46:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13168", "timestamp": "2025-03-11T22:54:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13169", "timestamp": "2022-03-12T14:31:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13170", "timestamp": "2022-11-11T16:26:00", "year": 2022, "user_query": "I collected my card at Aba. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13171", "timestamp": "2022-10-16T19:36:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13172", "timestamp": "2023-11-19T23:57:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13173", "timestamp": "2022-12-23T09:28:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13174", "timestamp": "2024-08-01T01:48:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13175", "timestamp": "2025-06-25T15:17:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13176", "timestamp": "2024-06-03T15:25:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8154586941) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13177", "timestamp": "2025-01-04T18:01:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13178", "timestamp": "2022-08-22T09:20:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13179", "timestamp": "2022-08-05T01:17:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13180", "timestamp": "2023-05-28T22:52:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13181", "timestamp": "2022-11-03T05:37:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1099319293). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13182", "timestamp": "2022-03-16T13:58:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13183", "timestamp": "2025-09-19T02:05:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13184", "timestamp": "2022-06-20T14:48:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1139369063). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13185", "timestamp": "2023-06-27T15:54:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13186", "timestamp": "2025-06-21T08:07:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13187", "timestamp": "2024-07-15T06:57:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13188", "timestamp": "2023-12-10T14:22:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13189", "timestamp": "2025-11-30T01:45:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13190", "timestamp": "2023-01-02T15:39:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13191", "timestamp": "2023-02-18T00:51:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX7846767288) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13192", "timestamp": "2023-12-02T03:53:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13193", "timestamp": "2023-08-27T23:22:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13194", "timestamp": "2024-01-19T11:34:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13195", "timestamp": "2025-05-23T01:03:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13196", "timestamp": "2024-08-05T14:51:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13197", "timestamp": "2025-08-29T11:09:00", "year": 2025, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX2237918063", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2237918063). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13198", "timestamp": "2024-12-12T17:36:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13199", "timestamp": "2023-07-13T20:16:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13200", "timestamp": "2025-12-28T17:50:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13201", "timestamp": "2022-11-10T13:18:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13202", "timestamp": "2025-04-30T20:17:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13203", "timestamp": "2022-02-13T20:20:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13204", "timestamp": "2023-09-18T19:40:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13205", "timestamp": "2023-08-28T17:17:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13206", "timestamp": "2023-06-13T12:06:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13207", "timestamp": "2023-07-26T17:08:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13208", "timestamp": "2022-06-25T15:50:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13209", "timestamp": "2024-02-27T20:22:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13210", "timestamp": "2022-12-20T11:02:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13211", "timestamp": "2024-01-20T06:29:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13212", "timestamp": "2023-06-24T11:20:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13213", "timestamp": "2023-11-13T11:13:00", "year": 2023, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13214", "timestamp": "2024-07-15T10:29:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13215", "timestamp": "2023-06-26T23:09:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13216", "timestamp": "2025-05-31T18:00:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13217", "timestamp": "2024-03-01T03:25:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13218", "timestamp": "2024-01-07T13:56:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13219", "timestamp": "2025-01-13T01:05:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13220", "timestamp": "2022-05-12T20:17:00", "year": 2022, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX2445465086) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13221", "timestamp": "2022-05-16T12:06:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13222", "timestamp": "2023-07-25T12:07:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13223", "timestamp": "2024-05-25T23:53:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13224", "timestamp": "2022-12-28T11:33:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13225", "timestamp": "2023-12-21T15:39:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13226", "timestamp": "2023-06-04T14:48:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13227", "timestamp": "2022-01-14T21:37:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13228", "timestamp": "2023-11-28T18:15:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13229", "timestamp": "2023-01-07T06:03:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13230", "timestamp": "2024-11-01T07:22:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13231", "timestamp": "2023-04-02T21:44:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13232", "timestamp": "2022-08-13T23:21:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13233", "timestamp": "2023-07-27T12:36:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13234", "timestamp": "2022-01-11T15:00:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13235", "timestamp": "2025-06-25T18:15:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13236", "timestamp": "2025-06-12T09:03:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13237", "timestamp": "2025-03-23T19:51:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13238", "timestamp": "2022-09-26T08:29:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13239", "timestamp": "2025-01-03T18:27:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13240", "timestamp": "2023-12-08T00:11:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13241", "timestamp": "2024-02-17T09:50:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2034848145", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2034848145) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13242", "timestamp": "2024-12-20T00:38:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13243", "timestamp": "2024-11-04T06:04:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13244", "timestamp": "2024-10-24T02:03:00", "year": 2024, "user_query": "Transfer failed but I was debited 10000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5804994012) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13245", "timestamp": "2024-08-24T12:17:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1765868805", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1765868805) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13246", "timestamp": "2023-07-26T22:46:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13247", "timestamp": "2023-08-07T01:47:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13248", "timestamp": "2023-11-20T22:48:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13249", "timestamp": "2024-09-22T01:24:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13250", "timestamp": "2022-03-12T21:37:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13251", "timestamp": "2024-06-05T05:16:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13252", "timestamp": "2024-04-11T21:27:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13253", "timestamp": "2025-08-25T21:14:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13254", "timestamp": "2024-11-19T01:33:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13255", "timestamp": "2023-01-22T22:13:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13256", "timestamp": "2024-12-12T04:54:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2313196296) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13257", "timestamp": "2023-08-16T04:59:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_13258", "timestamp": "2023-11-15T07:13:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13259", "timestamp": "2025-01-01T23:56:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13260", "timestamp": "2025-05-26T11:54:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13261", "timestamp": "2023-06-17T02:19:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13262", "timestamp": "2025-10-13T15:45:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13263", "timestamp": "2023-04-13T06:15:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13264", "timestamp": "2023-05-11T05:20:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13265", "timestamp": "2022-01-12T19:13:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13266", "timestamp": "2022-03-20T04:17:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13267", "timestamp": "2024-04-14T22:19:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13268", "timestamp": "2025-08-08T16:17:00", "year": 2025, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX3305963316", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13269", "timestamp": "2024-10-31T08:31:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13270", "timestamp": "2022-06-20T16:51:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13271", "timestamp": "2022-01-05T04:43:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13272", "timestamp": "2025-02-20T12:13:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13273", "timestamp": "2023-09-04T22:24:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13274", "timestamp": "2022-03-09T08:43:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13275", "timestamp": "2024-12-23T10:34:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13276", "timestamp": "2024-12-25T20:32:00", "year": 2024, "user_query": "I was charged twice on POS for 2000 NGN. How do I dispute? Ref: TRX1370824631", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1370824631). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13277", "timestamp": "2024-07-31T04:04:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13278", "timestamp": "2023-02-12T18:57:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13279", "timestamp": "2025-04-26T23:42:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13280", "timestamp": "2025-09-22T03:40:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13281", "timestamp": "2023-05-29T02:15:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13282", "timestamp": "2025-05-03T05:10:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13283", "timestamp": "2022-06-01T15:51:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13284", "timestamp": "2022-02-14T01:09:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13285", "timestamp": "2025-07-19T05:01:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13286", "timestamp": "2022-05-09T12:04:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13287", "timestamp": "2023-01-25T06:56:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13288", "timestamp": "2025-08-09T00:36:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13289", "timestamp": "2022-02-04T13:00:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13290", "timestamp": "2024-05-23T00:53:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13291", "timestamp": "2025-09-09T10:42:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13292", "timestamp": "2024-12-23T00:45:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13293", "timestamp": "2022-11-05T13:49:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13294", "timestamp": "2025-07-30T21:27:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13295", "timestamp": "2023-10-31T13:26:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13296", "timestamp": "2023-02-25T17:56:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13297", "timestamp": "2023-03-03T05:48:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13298", "timestamp": "2025-02-12T23:53:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13299", "timestamp": "2024-10-02T05:29:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13300", "timestamp": "2025-03-23T14:21:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13301", "timestamp": "2025-09-27T11:54:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13302", "timestamp": "2025-12-25T05:44:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13303", "timestamp": "2024-09-21T07:05:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX9015355140", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9015355140). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13304", "timestamp": "2023-10-17T12:40:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13305", "timestamp": "2024-11-12T16:42:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13306", "timestamp": "2025-07-26T00:34:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13307", "timestamp": "2025-07-17T18:14:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1367473869) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13308", "timestamp": "2022-06-07T15:23:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13309", "timestamp": "2025-03-30T14:45:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13310", "timestamp": "2024-08-14T23:15:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13311", "timestamp": "2023-04-17T16:42:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13312", "timestamp": "2024-05-08T21:35:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13313", "timestamp": "2022-06-20T08:09:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13314", "timestamp": "2025-10-23T15:07:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13315", "timestamp": "2022-07-06T07:26:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13316", "timestamp": "2022-12-06T01:50:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13317", "timestamp": "2024-09-24T19:22:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13318", "timestamp": "2023-07-30T16:39:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13319", "timestamp": "2025-10-01T15:14:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13320", "timestamp": "2025-08-18T20:17:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13321", "timestamp": "2025-01-16T07:24:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13322", "timestamp": "2023-09-02T08:34:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13323", "timestamp": "2022-07-17T02:56:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13324", "timestamp": "2025-04-04T13:49:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13325", "timestamp": "2023-07-21T06:38:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13326", "timestamp": "2024-05-01T02:44:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2869123004", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2869123004) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13327", "timestamp": "2022-12-14T12:21:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13328", "timestamp": "2023-02-02T15:45:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13329", "timestamp": "2023-05-13T03:30:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13330", "timestamp": "2022-05-27T09:26:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX2868541785) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13331", "timestamp": "2022-11-30T15:30:00", "year": 2022, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13332", "timestamp": "2022-06-10T17:31:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13333", "timestamp": "2025-04-22T23:03:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13334", "timestamp": "2024-07-15T17:31:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13335", "timestamp": "2024-04-11T17:45:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13336", "timestamp": "2025-12-03T23:45:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13337", "timestamp": "2022-06-03T07:01:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13338", "timestamp": "2025-10-25T14:32:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13339", "timestamp": "2024-05-17T09:25:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX1778858268) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13340", "timestamp": "2024-09-10T14:32:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13341", "timestamp": "2024-04-25T04:16:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13342", "timestamp": "2024-10-27T03:26:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13343", "timestamp": "2023-02-24T23:35:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2095240945", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX2095240945) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13344", "timestamp": "2024-03-05T07:05:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13345", "timestamp": "2024-11-05T22:49:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13346", "timestamp": "2022-04-30T08:06:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13347", "timestamp": "2022-09-22T11:33:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13348", "timestamp": "2022-02-10T18:22:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13349", "timestamp": "2023-05-30T00:34:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13350", "timestamp": "2024-11-06T04:38:00", "year": 2024, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13351", "timestamp": "2024-10-03T08:38:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13352", "timestamp": "2024-08-08T06:28:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13353", "timestamp": "2022-10-21T00:31:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13354", "timestamp": "2025-02-13T08:56:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13355", "timestamp": "2024-01-17T01:25:00", "year": 2024, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13356", "timestamp": "2025-11-11T14:16:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13357", "timestamp": "2024-02-04T01:11:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13358", "timestamp": "2023-12-29T03:04:00", "year": 2023, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX3444646114", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13359", "timestamp": "2022-04-17T17:22:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13360", "timestamp": "2025-04-06T12:59:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13361", "timestamp": "2023-10-08T21:08:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13362", "timestamp": "2022-05-25T15:02:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13363", "timestamp": "2023-12-05T08:27:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13364", "timestamp": "2023-01-12T09:13:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8075900909", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX8075900909) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13365", "timestamp": "2023-08-17T23:09:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13366", "timestamp": "2024-07-10T04:53:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_13367", "timestamp": "2022-04-07T09:13:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13368", "timestamp": "2025-06-17T19:48:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13369", "timestamp": "2022-08-18T02:51:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5080309005", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5080309005) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13370", "timestamp": "2022-10-20T17:41:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13371", "timestamp": "2025-10-28T23:59:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13372", "timestamp": "2023-12-12T00:55:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13373", "timestamp": "2022-12-27T21:38:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13374", "timestamp": "2024-05-02T21:31:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13375", "timestamp": "2023-10-23T15:27:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13376", "timestamp": "2025-12-29T18:45:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13377", "timestamp": "2024-01-21T21:59:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13378", "timestamp": "2022-04-27T16:20:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13379", "timestamp": "2024-08-29T19:01:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13380", "timestamp": "2023-05-28T00:42:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13381", "timestamp": "2025-01-25T20:21:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8611040414", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8611040414) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13382", "timestamp": "2023-09-03T15:29:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13383", "timestamp": "2022-07-05T08:04:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13384", "timestamp": "2022-10-02T23:48:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13385", "timestamp": "2024-10-30T11:57:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13386", "timestamp": "2023-09-11T06:18:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13387", "timestamp": "2023-03-15T05:18:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13388", "timestamp": "2023-09-20T17:39:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13389", "timestamp": "2024-07-15T08:53:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13390", "timestamp": "2022-08-18T12:55:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13391", "timestamp": "2025-05-30T04:01:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13392", "timestamp": "2022-11-06T12:56:00", "year": 2022, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13393", "timestamp": "2025-01-21T17:57:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13394", "timestamp": "2025-11-29T22:07:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13395", "timestamp": "2025-12-29T04:07:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13396", "timestamp": "2022-12-01T16:01:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13397", "timestamp": "2025-12-28T18:23:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13398", "timestamp": "2023-02-20T08:10:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13399", "timestamp": "2022-12-04T17:14:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13400", "timestamp": "2023-03-02T10:23:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13401", "timestamp": "2023-01-08T10:41:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13402", "timestamp": "2025-03-25T10:52:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13403", "timestamp": "2024-02-15T13:50:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13404", "timestamp": "2022-05-03T00:00:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13405", "timestamp": "2025-06-28T23:26:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX3800840279", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3800840279). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13406", "timestamp": "2025-06-15T15:05:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8502783968) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13407", "timestamp": "2025-06-20T23:15:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13408", "timestamp": "2025-05-19T19:34:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13409", "timestamp": "2023-12-28T07:48:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13410", "timestamp": "2022-02-26T03:04:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13411", "timestamp": "2024-10-22T20:54:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13412", "timestamp": "2024-06-29T08:23:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13413", "timestamp": "2024-08-25T23:25:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13414", "timestamp": "2023-12-20T03:30:00", "year": 2023, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13415", "timestamp": "2025-02-06T05:48:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13416", "timestamp": "2025-06-03T13:01:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13417", "timestamp": "2024-11-04T08:38:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13418", "timestamp": "2023-05-06T13:02:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9943940579). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13419", "timestamp": "2022-08-31T07:54:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13420", "timestamp": "2022-02-06T20:32:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13421", "timestamp": "2022-03-30T03:11:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13422", "timestamp": "2022-05-04T19:57:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13423", "timestamp": "2025-05-19T07:24:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13424", "timestamp": "2022-06-13T11:31:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13425", "timestamp": "2024-02-09T04:10:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13426", "timestamp": "2024-06-29T04:43:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13427", "timestamp": "2025-07-18T10:21:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13428", "timestamp": "2024-09-04T20:22:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13429", "timestamp": "2024-01-19T05:26:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13430", "timestamp": "2024-07-18T13:32:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13431", "timestamp": "2023-03-08T13:43:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13432", "timestamp": "2025-06-26T09:40:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX9612176953) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13433", "timestamp": "2025-04-21T19:07:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13434", "timestamp": "2022-03-28T20:29:00", "year": 2022, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13435", "timestamp": "2024-08-28T21:58:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13436", "timestamp": "2025-11-27T01:45:00", "year": 2025, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4234506273) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13437", "timestamp": "2022-03-10T10:24:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13438", "timestamp": "2025-09-25T17:59:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13439", "timestamp": "2022-07-04T10:48:00", "year": 2022, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13440", "timestamp": "2025-02-15T06:04:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13441", "timestamp": "2023-06-24T12:57:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13442", "timestamp": "2025-08-10T02:54:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13443", "timestamp": "2022-01-30T19:54:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13444", "timestamp": "2025-06-08T11:19:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13445", "timestamp": "2025-07-31T03:27:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13446", "timestamp": "2025-08-24T19:52:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13447", "timestamp": "2024-05-08T12:50:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13448", "timestamp": "2025-06-04T00:50:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13449", "timestamp": "2024-10-22T12:22:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13450", "timestamp": "2022-09-17T08:49:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13451", "timestamp": "2022-01-25T04:31:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13452", "timestamp": "2024-09-29T08:48:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13453", "timestamp": "2022-02-05T16:16:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13454", "timestamp": "2023-02-21T10:48:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13455", "timestamp": "2024-02-24T07:43:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13456", "timestamp": "2023-09-29T09:43:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13457", "timestamp": "2023-12-19T19:27:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13458", "timestamp": "2022-10-23T04:19:00", "year": 2022, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_13459", "timestamp": "2025-10-17T14:55:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13460", "timestamp": "2025-06-05T15:15:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13461", "timestamp": "2022-05-30T13:02:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13462", "timestamp": "2024-01-02T21:59:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13463", "timestamp": "2023-11-25T08:36:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13464", "timestamp": "2024-01-04T19:33:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13465", "timestamp": "2022-11-21T03:15:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13466", "timestamp": "2023-04-05T18:55:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13467", "timestamp": "2024-10-05T21:40:00", "year": 2024, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX0553904484", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0553904484). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13468", "timestamp": "2025-03-07T05:34:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13469", "timestamp": "2022-07-15T13:21:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4951872675). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13470", "timestamp": "2024-12-15T09:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13471", "timestamp": "2023-06-09T11:47:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13472", "timestamp": "2023-03-19T20:13:00", "year": 2023, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13473", "timestamp": "2025-01-17T02:59:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13474", "timestamp": "2024-01-13T16:13:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13475", "timestamp": "2025-03-16T14:19:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13476", "timestamp": "2022-12-22T17:55:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13477", "timestamp": "2024-05-05T19:09:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13478", "timestamp": "2025-11-19T00:40:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13479", "timestamp": "2024-05-31T15:25:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13480", "timestamp": "2024-03-24T05:09:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13481", "timestamp": "2025-02-01T00:30:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13482", "timestamp": "2024-12-07T00:18:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13483", "timestamp": "2025-12-27T12:32:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13484", "timestamp": "2024-06-23T02:03:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13485", "timestamp": "2025-01-24T20:43:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13486", "timestamp": "2022-07-05T23:12:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6072718737) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13487", "timestamp": "2022-03-05T20:08:00", "year": 2022, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX6642078327", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13488", "timestamp": "2024-09-13T07:08:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13489", "timestamp": "2024-05-03T13:03:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13490", "timestamp": "2022-01-15T01:27:00", "year": 2022, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4891214404) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13491", "timestamp": "2025-09-04T01:41:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13492", "timestamp": "2022-12-05T07:06:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13493", "timestamp": "2025-11-25T21:50:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13494", "timestamp": "2025-12-14T09:52:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13495", "timestamp": "2022-10-29T05:51:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13496", "timestamp": "2022-08-17T16:26:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13497", "timestamp": "2024-10-20T18:41:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13498", "timestamp": "2025-08-10T22:23:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13499", "timestamp": "2025-06-04T01:07:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13500", "timestamp": "2023-03-30T12:46:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13501", "timestamp": "2025-11-13T10:12:00", "year": 2025, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_13502", "timestamp": "2024-11-27T17:05:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13503", "timestamp": "2024-05-14T18:33:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13504", "timestamp": "2022-07-15T18:59:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13505", "timestamp": "2025-07-03T02:17:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13506", "timestamp": "2025-05-30T16:21:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13507", "timestamp": "2023-11-14T23:09:00", "year": 2023, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13508", "timestamp": "2024-07-07T14:53:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13509", "timestamp": "2025-10-20T11:58:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13510", "timestamp": "2023-04-13T13:57:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13511", "timestamp": "2025-05-03T13:00:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13512", "timestamp": "2024-03-15T19:24:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13513", "timestamp": "2024-01-09T15:04:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13514", "timestamp": "2023-06-24T17:16:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13515", "timestamp": "2023-08-18T06:38:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13516", "timestamp": "2025-03-10T04:30:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13517", "timestamp": "2024-01-04T12:41:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13518", "timestamp": "2022-08-09T07:46:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1908049622", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1908049622) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13519", "timestamp": "2025-05-14T07:46:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13520", "timestamp": "2025-12-15T23:59:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13521", "timestamp": "2024-02-11T06:57:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13522", "timestamp": "2022-04-11T04:53:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13523", "timestamp": "2022-05-25T05:32:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13524", "timestamp": "2025-01-09T23:52:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13525", "timestamp": "2022-12-23T05:07:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13526", "timestamp": "2023-11-13T19:23:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13527", "timestamp": "2025-01-01T17:08:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13528", "timestamp": "2022-05-23T05:05:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13529", "timestamp": "2025-03-03T20:47:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13530", "timestamp": "2023-04-04T20:24:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13531", "timestamp": "2025-05-19T19:16:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13532", "timestamp": "2023-09-10T21:23:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13533", "timestamp": "2022-12-21T04:30:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13534", "timestamp": "2023-10-09T20:59:00", "year": 2023, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13535", "timestamp": "2025-08-26T13:09:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13536", "timestamp": "2024-06-24T02:17:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13537", "timestamp": "2023-07-18T03:41:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13538", "timestamp": "2022-08-12T04:01:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13539", "timestamp": "2022-11-15T00:22:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13540", "timestamp": "2022-04-16T21:32:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13541", "timestamp": "2025-06-22T02:14:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13542", "timestamp": "2024-01-24T22:52:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX9768839471) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13543", "timestamp": "2022-11-11T05:49:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13544", "timestamp": "2022-07-10T02:06:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13545", "timestamp": "2023-08-02T15:35:00", "year": 2023, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX5362725998", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13546", "timestamp": "2025-02-09T08:12:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13547", "timestamp": "2025-04-12T17:53:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13548", "timestamp": "2023-02-17T22:19:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13549", "timestamp": "2024-04-22T16:17:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13550", "timestamp": "2022-09-20T21:05:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13551", "timestamp": "2023-01-23T01:09:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13552", "timestamp": "2022-08-19T11:27:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13553", "timestamp": "2025-09-25T15:44:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13554", "timestamp": "2023-06-22T11:12:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13555", "timestamp": "2022-12-09T20:30:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13556", "timestamp": "2022-10-10T09:54:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13557", "timestamp": "2024-02-18T23:54:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13558", "timestamp": "2025-06-28T06:14:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13559", "timestamp": "2022-10-07T00:02:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13560", "timestamp": "2023-10-16T20:43:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13561", "timestamp": "2022-11-14T16:32:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13562", "timestamp": "2024-04-21T16:59:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13563", "timestamp": "2024-02-15T17:43:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13564", "timestamp": "2024-03-14T18:48:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13565", "timestamp": "2025-03-09T10:02:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13566", "timestamp": "2022-07-16T20:34:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13567", "timestamp": "2025-02-11T03:52:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13568", "timestamp": "2025-05-27T12:36:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13569", "timestamp": "2022-02-09T17:19:00", "year": 2022, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13570", "timestamp": "2024-02-22T07:49:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13571", "timestamp": "2023-08-01T14:07:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13572", "timestamp": "2024-08-11T20:46:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2544926096). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13573", "timestamp": "2025-03-01T20:16:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13574", "timestamp": "2023-06-27T00:26:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13575", "timestamp": "2025-02-27T22:51:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13576", "timestamp": "2022-11-30T06:59:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13577", "timestamp": "2023-02-09T21:54:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13578", "timestamp": "2023-06-20T01:33:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13579", "timestamp": "2024-07-14T02:23:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13580", "timestamp": "2025-09-25T09:56:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 150000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13581", "timestamp": "2024-09-26T08:10:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_13582", "timestamp": "2025-04-03T05:46:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13583", "timestamp": "2022-09-11T01:41:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7543414952). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13584", "timestamp": "2025-02-23T12:08:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13585", "timestamp": "2023-08-15T14:02:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13586", "timestamp": "2022-01-31T13:43:00", "year": 2022, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0440899851) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13587", "timestamp": "2025-03-13T02:17:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13588", "timestamp": "2024-05-06T19:37:00", "year": 2024, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13589", "timestamp": "2022-03-17T14:11:00", "year": 2022, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13590", "timestamp": "2024-07-15T22:17:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13591", "timestamp": "2023-06-09T14:09:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13592", "timestamp": "2023-03-05T11:22:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13593", "timestamp": "2025-06-25T14:25:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13594", "timestamp": "2024-12-12T23:18:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13595", "timestamp": "2024-08-25T17:35:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6950828592) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13596", "timestamp": "2024-07-31T01:21:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13597", "timestamp": "2023-02-17T20:27:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13598", "timestamp": "2024-11-12T10:44:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13599", "timestamp": "2025-12-28T01:44:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13600", "timestamp": "2024-02-18T14:46:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13601", "timestamp": "2023-08-04T22:15:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0872596893). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13602", "timestamp": "2023-07-13T21:19:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13603", "timestamp": "2025-02-01T02:09:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13604", "timestamp": "2023-02-21T13:46:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13605", "timestamp": "2023-01-16T14:11:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13606", "timestamp": "2025-05-03T11:02:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13607", "timestamp": "2024-02-21T10:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13608", "timestamp": "2025-12-31T02:38:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13609", "timestamp": "2024-01-01T12:42:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_13610", "timestamp": "2025-12-28T06:47:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13611", "timestamp": "2023-10-03T21:44:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13612", "timestamp": "2024-11-20T22:56:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3643219840) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13613", "timestamp": "2025-08-18T15:52:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13614", "timestamp": "2024-04-14T03:53:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13615", "timestamp": "2022-12-14T04:27:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13616", "timestamp": "2023-05-10T19:54:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13617", "timestamp": "2022-02-19T06:45:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13618", "timestamp": "2023-05-20T12:23:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13619", "timestamp": "2023-10-24T15:13:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13620", "timestamp": "2022-07-27T19:18:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13621", "timestamp": "2025-12-17T15:33:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13622", "timestamp": "2022-05-22T16:58:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13623", "timestamp": "2023-08-02T13:27:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13624", "timestamp": "2024-03-03T10:38:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0710539035) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13625", "timestamp": "2023-04-19T21:20:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13626", "timestamp": "2025-08-27T14:51:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13627", "timestamp": "2024-01-25T14:27:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13628", "timestamp": "2024-08-10T03:46:00", "year": 2024, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX0260283450) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13629", "timestamp": "2023-02-14T10:42:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX5587764897", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13630", "timestamp": "2024-04-26T19:36:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13631", "timestamp": "2025-08-08T19:52:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13632", "timestamp": "2024-12-02T08:11:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13633", "timestamp": "2022-01-27T04:59:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13634", "timestamp": "2024-04-19T04:11:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13635", "timestamp": "2023-05-31T20:33:00", "year": 2023, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX3418702710) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13636", "timestamp": "2024-08-11T06:53:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13637", "timestamp": "2024-11-18T13:42:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13638", "timestamp": "2025-11-19T05:48:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13639", "timestamp": "2024-08-05T12:46:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13640", "timestamp": "2022-07-01T08:31:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13641", "timestamp": "2024-10-26T08:48:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13642", "timestamp": "2025-12-28T09:54:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13643", "timestamp": "2025-07-22T12:06:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13644", "timestamp": "2024-03-10T14:10:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13645", "timestamp": "2024-07-23T07:33:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13646", "timestamp": "2023-08-19T16:21:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13647", "timestamp": "2022-10-20T06:45:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5599527211). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13648", "timestamp": "2025-10-22T17:54:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13649", "timestamp": "2023-12-25T04:45:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13650", "timestamp": "2025-04-11T15:27:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13651", "timestamp": "2023-03-01T05:40:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13652", "timestamp": "2024-03-20T23:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13653", "timestamp": "2025-05-12T03:13:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13654", "timestamp": "2022-05-10T20:53:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13655", "timestamp": "2025-06-04T19:36:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13656", "timestamp": "2023-11-02T03:30:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13657", "timestamp": "2025-07-14T17:04:00", "year": 2025, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13658", "timestamp": "2022-04-17T05:41:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13659", "timestamp": "2022-09-24T06:49:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13660", "timestamp": "2024-12-09T15:18:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6899374734) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13661", "timestamp": "2024-11-28T16:44:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13662", "timestamp": "2022-02-02T12:54:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13663", "timestamp": "2023-07-20T17:52:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13664", "timestamp": "2025-05-29T01:36:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13665", "timestamp": "2022-01-15T13:50:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13666", "timestamp": "2022-10-13T19:11:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13667", "timestamp": "2023-10-19T21:29:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13668", "timestamp": "2025-10-16T09:55:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13669", "timestamp": "2022-05-18T16:12:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13670", "timestamp": "2023-04-07T21:18:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13671", "timestamp": "2025-06-18T03:24:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13672", "timestamp": "2022-05-21T19:34:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13673", "timestamp": "2022-10-19T23:26:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13674", "timestamp": "2024-03-28T23:30:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13675", "timestamp": "2022-01-18T02:45:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13676", "timestamp": "2023-09-13T07:56:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13677", "timestamp": "2024-01-01T15:54:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13678", "timestamp": "2023-08-06T16:58:00", "year": 2023, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5804629441) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13679", "timestamp": "2022-11-20T03:12:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13680", "timestamp": "2025-12-27T07:34:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13681", "timestamp": "2024-02-20T14:28:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13682", "timestamp": "2023-05-22T16:27:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13683", "timestamp": "2024-04-06T09:30:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13684", "timestamp": "2025-10-10T12:23:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13685", "timestamp": "2023-09-05T14:35:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13686", "timestamp": "2023-06-01T01:32:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13687", "timestamp": "2022-05-17T20:56:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13688", "timestamp": "2025-05-13T07:24:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13689", "timestamp": "2023-01-01T11:15:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13690", "timestamp": "2022-08-22T13:46:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13691", "timestamp": "2025-09-08T02:22:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13692", "timestamp": "2022-01-14T21:55:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13693", "timestamp": "2022-01-22T23:58:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6238901200) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13694", "timestamp": "2024-11-25T17:47:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13695", "timestamp": "2025-02-24T02:35:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13696", "timestamp": "2022-09-03T09:38:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13697", "timestamp": "2024-01-22T17:49:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13698", "timestamp": "2024-06-01T15:54:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13699", "timestamp": "2025-05-07T11:07:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13700", "timestamp": "2025-08-28T09:17:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13701", "timestamp": "2023-01-16T08:17:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_13702", "timestamp": "2023-01-25T23:23:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13703", "timestamp": "2023-10-05T03:03:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13704", "timestamp": "2023-09-04T09:45:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13705", "timestamp": "2023-07-19T19:03:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13706", "timestamp": "2024-08-14T20:12:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13707", "timestamp": "2024-12-01T04:26:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13708", "timestamp": "2023-11-23T08:18:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13709", "timestamp": "2023-01-25T02:30:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13710", "timestamp": "2022-11-13T11:12:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13711", "timestamp": "2024-11-26T01:36:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13712", "timestamp": "2025-02-22T19:56:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13713", "timestamp": "2024-09-28T01:28:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13714", "timestamp": "2023-05-04T10:13:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13715", "timestamp": "2022-11-18T14:11:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13716", "timestamp": "2025-04-13T13:27:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13717", "timestamp": "2024-03-15T22:04:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13718", "timestamp": "2024-05-09T08:08:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13719", "timestamp": "2024-11-30T05:32:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13720", "timestamp": "2022-01-01T17:48:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13721", "timestamp": "2025-02-25T03:41:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13722", "timestamp": "2024-11-13T03:23:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13723", "timestamp": "2022-04-01T03:01:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13724", "timestamp": "2022-01-28T02:18:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13725", "timestamp": "2024-04-25T09:57:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13726", "timestamp": "2022-10-04T05:11:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13727", "timestamp": "2024-04-28T20:28:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13728", "timestamp": "2023-11-14T23:27:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13729", "timestamp": "2025-04-24T13:10:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13730", "timestamp": "2025-05-09T11:44:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13731", "timestamp": "2022-04-13T04:31:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13732", "timestamp": "2025-01-09T05:46:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13733", "timestamp": "2024-05-29T12:09:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13734", "timestamp": "2023-07-15T17:09:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_13735", "timestamp": "2025-07-26T16:43:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7052530724). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13736", "timestamp": "2025-01-31T15:54:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13737", "timestamp": "2022-05-17T21:16:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13738", "timestamp": "2022-04-10T17:45:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13739", "timestamp": "2025-09-10T08:48:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13740", "timestamp": "2025-05-21T09:11:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13741", "timestamp": "2022-07-25T07:51:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13742", "timestamp": "2022-05-30T01:45:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13743", "timestamp": "2023-03-20T09:34:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13744", "timestamp": "2025-04-18T19:47:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13745", "timestamp": "2025-12-04T10:32:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13746", "timestamp": "2024-09-25T15:58:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13747", "timestamp": "2025-10-21T08:40:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13748", "timestamp": "2024-12-23T13:22:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13749", "timestamp": "2022-10-17T09:00:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13750", "timestamp": "2022-06-25T21:31:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13751", "timestamp": "2023-03-06T04:18:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13752", "timestamp": "2022-01-02T07:31:00", "year": 2022, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1994490509) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13753", "timestamp": "2023-06-13T05:18:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13754", "timestamp": "2023-02-25T01:58:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13755", "timestamp": "2023-08-05T10:20:00", "year": 2023, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4864266993) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13756", "timestamp": "2024-11-06T08:11:00", "year": 2024, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13757", "timestamp": "2023-02-05T09:49:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13758", "timestamp": "2025-11-13T06:19:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13759", "timestamp": "2025-11-25T04:11:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13760", "timestamp": "2022-03-14T19:51:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13761", "timestamp": "2022-05-01T12:45:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13762", "timestamp": "2022-04-06T20:41:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX6749292450", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6749292450). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13763", "timestamp": "2023-05-19T11:21:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13764", "timestamp": "2025-12-20T02:52:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13765", "timestamp": "2025-02-11T14:04:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0353713145", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX0353713145) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13766", "timestamp": "2025-01-06T00:23:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13767", "timestamp": "2023-05-09T12:27:00", "year": 2023, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13768", "timestamp": "2023-05-28T10:05:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13769", "timestamp": "2022-06-17T19:11:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13770", "timestamp": "2023-07-21T15:55:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13771", "timestamp": "2022-01-07T15:47:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13772", "timestamp": "2025-10-23T17:43:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13773", "timestamp": "2025-01-17T18:34:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13774", "timestamp": "2025-03-31T07:12:00", "year": 2025, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13775", "timestamp": "2024-04-21T13:28:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13776", "timestamp": "2023-03-29T19:11:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13777", "timestamp": "2022-04-28T10:10:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13778", "timestamp": "2025-07-27T23:54:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13779", "timestamp": "2025-03-05T14:17:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13780", "timestamp": "2022-09-27T12:09:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13781", "timestamp": "2025-10-07T11:47:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13782", "timestamp": "2025-09-29T15:29:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13783", "timestamp": "2022-09-06T20:07:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13784", "timestamp": "2025-09-15T15:14:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13785", "timestamp": "2025-03-23T09:22:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13786", "timestamp": "2024-11-10T20:40:00", "year": 2024, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13787", "timestamp": "2024-04-28T18:41:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13788", "timestamp": "2024-03-01T20:37:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13789", "timestamp": "2025-06-28T10:47:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13790", "timestamp": "2022-12-16T02:03:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13791", "timestamp": "2022-12-10T00:36:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13792", "timestamp": "2023-03-01T23:08:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13793", "timestamp": "2022-07-06T17:06:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13794", "timestamp": "2025-10-03T21:09:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13795", "timestamp": "2024-05-25T16:46:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13796", "timestamp": "2022-04-28T14:58:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13797", "timestamp": "2022-10-05T19:01:00", "year": 2022, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX4390477888", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4390477888). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13798", "timestamp": "2025-03-26T22:22:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13799", "timestamp": "2023-12-03T06:06:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13800", "timestamp": "2022-07-06T19:11:00", "year": 2022, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13801", "timestamp": "2024-02-07T09:04:00", "year": 2024, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8982313883) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13802", "timestamp": "2025-11-04T11:05:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13803", "timestamp": "2023-06-29T21:10:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13804", "timestamp": "2023-09-06T13:46:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13805", "timestamp": "2024-03-01T10:29:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13806", "timestamp": "2023-10-29T02:44:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13807", "timestamp": "2023-06-04T00:54:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13808", "timestamp": "2023-09-12T19:58:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13809", "timestamp": "2024-01-11T07:03:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13810", "timestamp": "2022-12-16T23:42:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13811", "timestamp": "2024-12-03T14:48:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13812", "timestamp": "2022-04-08T17:51:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13813", "timestamp": "2024-12-04T18:08:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13814", "timestamp": "2023-11-23T05:40:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13815", "timestamp": "2022-06-05T05:34:00", "year": 2022, "user_query": "Transfer failed but I was debited 1000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX9483542399) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13816", "timestamp": "2023-12-29T03:43:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13817", "timestamp": "2024-03-10T14:25:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13818", "timestamp": "2023-07-12T16:18:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13819", "timestamp": "2024-02-04T23:38:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13820", "timestamp": "2025-01-20T21:14:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13821", "timestamp": "2022-03-22T11:33:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13822", "timestamp": "2022-09-03T08:48:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13823", "timestamp": "2024-09-05T10:24:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13824", "timestamp": "2025-10-06T03:40:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13825", "timestamp": "2022-01-23T10:57:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13826", "timestamp": "2025-04-01T02:30:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13827", "timestamp": "2023-03-12T02:34:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13828", "timestamp": "2025-01-10T21:55:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13829", "timestamp": "2022-06-13T01:21:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13830", "timestamp": "2025-09-19T03:44:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 15000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13831", "timestamp": "2024-12-01T11:00:00", "year": 2024, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13832", "timestamp": "2023-03-06T05:26:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13833", "timestamp": "2025-08-04T07:48:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13834", "timestamp": "2022-03-06T09:03:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13835", "timestamp": "2023-01-17T20:14:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13836", "timestamp": "2023-10-07T06:07:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13837", "timestamp": "2025-06-26T18:47:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13838", "timestamp": "2023-10-13T18:41:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13839", "timestamp": "2024-09-21T16:34:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13840", "timestamp": "2023-07-11T08:59:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13841", "timestamp": "2023-04-14T15:48:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13842", "timestamp": "2024-07-05T09:43:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13843", "timestamp": "2025-01-18T15:23:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13844", "timestamp": "2025-03-11T03:25:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13845", "timestamp": "2025-11-30T11:56:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13846", "timestamp": "2023-11-06T13:05:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13847", "timestamp": "2025-03-02T19:16:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13848", "timestamp": "2025-09-19T12:16:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13849", "timestamp": "2023-09-16T10:33:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13850", "timestamp": "2024-12-17T11:20:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13851", "timestamp": "2022-03-27T04:16:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13852", "timestamp": "2023-03-08T15:29:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13853", "timestamp": "2025-06-20T09:35:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13854", "timestamp": "2023-05-25T06:43:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13855", "timestamp": "2025-09-06T07:27:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13856", "timestamp": "2024-04-07T14:36:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13857", "timestamp": "2024-06-11T16:38:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13858", "timestamp": "2022-03-02T05:38:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13859", "timestamp": "2022-07-02T20:30:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13860", "timestamp": "2024-07-04T19:49:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13861", "timestamp": "2025-07-28T14:21:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13862", "timestamp": "2023-05-11T11:09:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13863", "timestamp": "2022-04-15T17:22:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13864", "timestamp": "2023-02-18T00:35:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13865", "timestamp": "2024-11-17T06:21:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13866", "timestamp": "2023-09-15T18:16:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13867", "timestamp": "2022-02-28T09:31:00", "year": 2022, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_13868", "timestamp": "2025-01-18T15:02:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13869", "timestamp": "2022-11-26T05:25:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13870", "timestamp": "2023-08-22T22:22:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13871", "timestamp": "2024-07-31T11:17:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13872", "timestamp": "2024-12-01T09:24:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13873", "timestamp": "2025-07-30T21:05:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13874", "timestamp": "2025-06-03T01:34:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13875", "timestamp": "2023-01-28T03:20:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13876", "timestamp": "2022-11-08T14:26:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13877", "timestamp": "2024-02-01T15:31:00", "year": 2024, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13878", "timestamp": "2023-02-04T10:01:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13879", "timestamp": "2022-03-25T06:24:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13880", "timestamp": "2024-06-20T01:09:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13881", "timestamp": "2023-10-16T05:43:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13882", "timestamp": "2022-03-05T06:39:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0381316097", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0381316097) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13883", "timestamp": "2024-12-19T02:31:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13884", "timestamp": "2023-03-23T11:04:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13885", "timestamp": "2024-10-27T11:00:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13886", "timestamp": "2024-08-11T07:54:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13887", "timestamp": "2024-08-27T20:03:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3088445966) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13888", "timestamp": "2025-10-09T21:52:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13889", "timestamp": "2023-08-10T23:29:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13890", "timestamp": "2024-04-28T01:20:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13891", "timestamp": "2025-06-25T07:15:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13892", "timestamp": "2023-12-25T10:33:00", "year": 2023, "user_query": "Transfer failed but I was debited 50000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3965250340) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13893", "timestamp": "2022-05-28T11:40:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13894", "timestamp": "2024-10-28T05:51:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13895", "timestamp": "2023-03-04T07:59:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 500 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13896", "timestamp": "2024-02-21T07:20:00", "year": 2024, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7775489020) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13897", "timestamp": "2024-07-12T18:37:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13898", "timestamp": "2024-02-27T13:59:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13899", "timestamp": "2024-03-25T20:10:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2695540867). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13900", "timestamp": "2025-08-22T18:35:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 5000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13901", "timestamp": "2022-12-04T09:28:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5788222265). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13902", "timestamp": "2024-12-04T07:23:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13903", "timestamp": "2022-11-24T11:39:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13904", "timestamp": "2023-12-08T03:34:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13905", "timestamp": "2023-12-29T05:57:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13906", "timestamp": "2022-11-25T10:26:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13907", "timestamp": "2024-07-14T03:56:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13908", "timestamp": "2023-02-06T11:24:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13909", "timestamp": "2023-01-23T09:59:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13910", "timestamp": "2024-12-15T16:12:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX5997144837", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13911", "timestamp": "2025-04-15T13:09:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13912", "timestamp": "2023-06-18T22:58:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13913", "timestamp": "2022-07-09T01:40:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_13914", "timestamp": "2022-11-01T17:34:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13915", "timestamp": "2022-08-15T01:18:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13916", "timestamp": "2022-09-27T12:24:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13917", "timestamp": "2023-08-18T14:37:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_13918", "timestamp": "2023-05-28T16:41:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13919", "timestamp": "2022-04-03T08:46:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13920", "timestamp": "2024-08-17T05:08:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13921", "timestamp": "2025-02-07T20:38:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13922", "timestamp": "2025-06-05T15:38:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13923", "timestamp": "2022-04-01T14:00:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13924", "timestamp": "2025-01-29T01:14:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13925", "timestamp": "2023-11-16T23:15:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3634643150", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3634643150) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13926", "timestamp": "2022-05-16T21:25:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13927", "timestamp": "2022-09-10T07:56:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13928", "timestamp": "2023-09-09T11:54:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13929", "timestamp": "2024-02-13T19:37:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13930", "timestamp": "2023-05-29T04:29:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13931", "timestamp": "2023-02-02T19:56:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13932", "timestamp": "2025-08-06T13:26:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_13933", "timestamp": "2023-11-27T15:59:00", "year": 2023, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX3914933683) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13934", "timestamp": "2024-12-24T05:27:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13935", "timestamp": "2024-06-11T17:12:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13936", "timestamp": "2024-06-15T05:22:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13937", "timestamp": "2023-03-12T19:33:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13938", "timestamp": "2023-09-21T11:14:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX3313615838) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13939", "timestamp": "2024-05-07T21:38:00", "year": 2024, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13940", "timestamp": "2023-03-22T23:08:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13941", "timestamp": "2025-09-12T17:31:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13942", "timestamp": "2023-02-12T16:38:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13943", "timestamp": "2024-05-04T12:37:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13944", "timestamp": "2024-10-03T22:43:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13945", "timestamp": "2025-08-14T13:00:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13946", "timestamp": "2022-04-21T15:27:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13947", "timestamp": "2023-11-14T20:03:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13948", "timestamp": "2023-11-29T17:00:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13949", "timestamp": "2022-10-29T06:39:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13950", "timestamp": "2025-10-03T09:45:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_13951", "timestamp": "2024-02-14T12:08:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_13952", "timestamp": "2023-12-01T09:36:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1788976694", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1788976694) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13953", "timestamp": "2025-02-12T22:55:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_13954", "timestamp": "2025-03-10T09:13:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13955", "timestamp": "2025-12-06T19:02:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13956", "timestamp": "2024-10-15T21:00:00", "year": 2024, "user_query": "Transfer failed but I was debited 75000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5203979266) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13957", "timestamp": "2025-11-21T11:13:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13958", "timestamp": "2024-02-14T08:17:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13959", "timestamp": "2022-03-31T10:44:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13960", "timestamp": "2022-01-11T15:25:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13961", "timestamp": "2022-10-06T23:18:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13962", "timestamp": "2025-05-07T01:16:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13963", "timestamp": "2022-07-01T10:26:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13964", "timestamp": "2023-08-02T01:46:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13965", "timestamp": "2024-06-08T04:12:00", "year": 2024, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX5190787758) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13966", "timestamp": "2023-09-01T01:57:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13967", "timestamp": "2022-04-16T18:29:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_13968", "timestamp": "2025-06-01T21:56:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_13969", "timestamp": "2024-04-16T16:27:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13970", "timestamp": "2023-12-24T13:21:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX4201960873) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13971", "timestamp": "2024-02-18T17:39:00", "year": 2024, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX1417456445", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1417456445). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13972", "timestamp": "2022-01-23T09:17:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_13973", "timestamp": "2024-10-26T03:43:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_13974", "timestamp": "2025-01-27T20:43:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13975", "timestamp": "2025-07-19T09:27:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_13976", "timestamp": "2022-11-28T01:49:00", "year": 2022, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_13977", "timestamp": "2022-01-02T02:06:00", "year": 2022, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2552967701) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_13978", "timestamp": "2024-01-04T19:36:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13979", "timestamp": "2025-02-14T06:57:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_13980", "timestamp": "2023-06-09T02:38:00", "year": 2023, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX5196506856", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5196506856). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13981", "timestamp": "2025-11-23T10:08:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13982", "timestamp": "2024-07-04T15:33:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13983", "timestamp": "2025-11-04T18:19:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13984", "timestamp": "2022-02-22T14:03:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13985", "timestamp": "2025-07-25T07:14:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_13986", "timestamp": "2022-10-31T00:31:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6526061906). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_13987", "timestamp": "2024-09-14T23:07:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_13988", "timestamp": "2023-09-11T21:39:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_13989", "timestamp": "2024-11-17T23:00:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_13990", "timestamp": "2022-04-20T06:43:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13991", "timestamp": "2022-01-13T04:08:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_13992", "timestamp": "2023-07-28T17:34:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_13993", "timestamp": "2023-04-13T03:57:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_13994", "timestamp": "2022-12-27T04:31:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_13995", "timestamp": "2022-08-04T14:43:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_13996", "timestamp": "2025-11-22T09:51:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_13997", "timestamp": "2024-06-28T18:49:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_13998", "timestamp": "2025-06-24T23:59:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_13999", "timestamp": "2022-01-17T20:10:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14000", "timestamp": "2024-05-09T11:41:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14001", "timestamp": "2025-04-16T21:03:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14002", "timestamp": "2024-07-22T21:29:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14003", "timestamp": "2023-06-21T21:12:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14004", "timestamp": "2023-10-30T23:28:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14005", "timestamp": "2024-06-04T02:45:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14006", "timestamp": "2023-06-26T07:37:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX2610489844", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2610489844) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14007", "timestamp": "2023-04-03T00:23:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14008", "timestamp": "2023-05-02T08:48:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14009", "timestamp": "2024-06-29T09:11:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14010", "timestamp": "2022-03-27T21:08:00", "year": 2022, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0195572884) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14011", "timestamp": "2023-03-01T21:13:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14012", "timestamp": "2022-04-07T11:27:00", "year": 2022, "user_query": "Can I change my PIN using branch?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14013", "timestamp": "2025-12-17T22:12:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14014", "timestamp": "2023-04-16T20:18:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14015", "timestamp": "2024-06-11T12:42:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14016", "timestamp": "2023-12-04T07:31:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9752752348). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14017", "timestamp": "2025-07-01T07:46:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on POS?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14018", "timestamp": "2023-03-18T08:51:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14019", "timestamp": "2025-11-18T04:59:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6056306111", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6056306111) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14020", "timestamp": "2024-07-05T18:03:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14021", "timestamp": "2024-12-27T06:08:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8096828542) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14022", "timestamp": "2025-01-18T23:54:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14023", "timestamp": "2024-09-12T16:28:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14024", "timestamp": "2023-06-23T17:47:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14025", "timestamp": "2025-05-20T08:23:00", "year": 2025, "user_query": "Can I change my PIN using GTWorld app?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_14026", "timestamp": "2022-05-01T15:50:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14027", "timestamp": "2022-03-13T13:55:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14028", "timestamp": "2023-06-14T11:49:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14029", "timestamp": "2023-03-05T13:17:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14030", "timestamp": "2023-08-15T15:25:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14031", "timestamp": "2025-04-24T21:00:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14032", "timestamp": "2022-10-22T22:31:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14033", "timestamp": "2025-12-26T06:46:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14034", "timestamp": "2022-05-28T02:03:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14035", "timestamp": "2025-07-19T23:51:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14036", "timestamp": "2022-12-08T15:03:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14037", "timestamp": "2024-05-24T21:40:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14038", "timestamp": "2025-05-08T17:54:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14039", "timestamp": "2024-12-13T19:19:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14040", "timestamp": "2024-12-11T03:38:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14041", "timestamp": "2025-08-26T22:53:00", "year": 2025, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14042", "timestamp": "2024-09-27T23:13:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14043", "timestamp": "2025-08-14T23:23:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14044", "timestamp": "2022-06-14T16:14:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14045", "timestamp": "2025-04-01T22:57:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14046", "timestamp": "2025-05-10T23:47:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6420805615", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6420805615) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14047", "timestamp": "2025-08-18T20:07:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14048", "timestamp": "2025-12-23T04:44:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14049", "timestamp": "2024-01-31T06:16:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14050", "timestamp": "2022-04-26T17:08:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14051", "timestamp": "2022-09-12T18:03:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14052", "timestamp": "2025-01-10T01:07:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14053", "timestamp": "2025-08-01T16:26:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14054", "timestamp": "2022-03-06T15:35:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14055", "timestamp": "2023-03-26T10:51:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14056", "timestamp": "2024-03-14T06:00:00", "year": 2024, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14057", "timestamp": "2024-08-18T13:34:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14058", "timestamp": "2024-03-13T11:30:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14059", "timestamp": "2025-09-19T02:57:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14060", "timestamp": "2025-07-28T13:01:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14061", "timestamp": "2024-12-22T07:04:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14062", "timestamp": "2023-11-26T02:53:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14063", "timestamp": "2022-05-31T09:44:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14064", "timestamp": "2025-06-16T17:40:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14065", "timestamp": "2025-01-05T09:23:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14066", "timestamp": "2022-06-27T18:37:00", "year": 2022, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14067", "timestamp": "2022-10-21T10:23:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14068", "timestamp": "2025-05-21T14:48:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14069", "timestamp": "2025-08-09T09:01:00", "year": 2025, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14070", "timestamp": "2023-03-21T05:05:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14071", "timestamp": "2024-09-17T16:28:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_14072", "timestamp": "2023-06-28T19:13:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14073", "timestamp": "2022-07-24T00:56:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14074", "timestamp": "2024-07-14T05:36:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14075", "timestamp": "2023-11-06T19:34:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14076", "timestamp": "2023-03-23T23:17:00", "year": 2023, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX4706305441) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14077", "timestamp": "2025-09-02T19:57:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14078", "timestamp": "2024-02-02T19:05:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14079", "timestamp": "2024-09-04T13:58:00", "year": 2024, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14080", "timestamp": "2022-12-23T13:54:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14081", "timestamp": "2023-01-25T10:52:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14082", "timestamp": "2025-01-22T19:37:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14083", "timestamp": "2025-06-10T00:18:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14084", "timestamp": "2022-01-20T21:09:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14085", "timestamp": "2023-05-29T16:45:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14086", "timestamp": "2023-03-11T08:53:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14087", "timestamp": "2023-04-03T14:12:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14088", "timestamp": "2024-03-31T20:24:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14089", "timestamp": "2023-03-04T01:44:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14090", "timestamp": "2022-07-21T18:13:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14091", "timestamp": "2025-10-02T02:07:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14092", "timestamp": "2025-10-09T12:30:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14093", "timestamp": "2025-12-19T16:09:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14094", "timestamp": "2024-07-11T08:52:00", "year": 2024, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX7964506016", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7964506016). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14095", "timestamp": "2023-07-21T09:58:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14096", "timestamp": "2025-09-10T19:41:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6322088392) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14097", "timestamp": "2022-10-31T17:18:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14098", "timestamp": "2023-04-10T07:33:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14099", "timestamp": "2024-12-23T05:46:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14100", "timestamp": "2022-10-28T13:01:00", "year": 2022, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX6180802666) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14101", "timestamp": "2022-11-07T16:40:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14102", "timestamp": "2024-06-03T10:28:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14103", "timestamp": "2022-10-04T23:50:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14104", "timestamp": "2022-01-19T16:39:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14105", "timestamp": "2024-12-18T17:59:00", "year": 2024, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX6618412051", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6618412051). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14106", "timestamp": "2022-12-01T19:27:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14107", "timestamp": "2023-07-07T15:19:00", "year": 2023, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14108", "timestamp": "2025-08-16T01:44:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14109", "timestamp": "2023-10-20T18:06:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14110", "timestamp": "2023-10-04T03:50:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14111", "timestamp": "2025-01-18T11:16:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14112", "timestamp": "2022-03-22T13:39:00", "year": 2022, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX0632827228", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14113", "timestamp": "2025-05-15T11:37:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14114", "timestamp": "2025-07-20T12:57:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14115", "timestamp": "2023-05-31T07:07:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14116", "timestamp": "2024-09-24T14:19:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14117", "timestamp": "2024-09-13T02:23:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14118", "timestamp": "2022-06-24T20:56:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14119", "timestamp": "2024-10-24T09:31:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14120", "timestamp": "2024-03-10T00:02:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14121", "timestamp": "2025-12-10T08:21:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14122", "timestamp": "2024-12-09T12:04:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14123", "timestamp": "2023-11-25T06:26:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14124", "timestamp": "2024-09-27T15:06:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX1292297148) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14125", "timestamp": "2025-07-31T14:55:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14126", "timestamp": "2023-07-24T09:13:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14127", "timestamp": "2024-04-14T03:39:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14128", "timestamp": "2025-06-16T17:57:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14129", "timestamp": "2022-07-21T13:17:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14130", "timestamp": "2024-11-12T11:07:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX1343833909) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14131", "timestamp": "2025-07-19T09:20:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14132", "timestamp": "2023-01-13T06:36:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6080981552). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14133", "timestamp": "2025-10-27T18:07:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14134", "timestamp": "2025-01-24T22:10:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14135", "timestamp": "2025-08-28T22:13:00", "year": 2025, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5938506892) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14136", "timestamp": "2022-06-07T10:11:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14137", "timestamp": "2025-04-07T23:17:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14138", "timestamp": "2022-11-01T15:29:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14139", "timestamp": "2024-12-12T11:42:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14140", "timestamp": "2023-01-21T07:17:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14141", "timestamp": "2023-09-25T22:09:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14142", "timestamp": "2025-08-05T02:55:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14143", "timestamp": "2022-05-26T13:36:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14144", "timestamp": "2022-07-15T15:43:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14145", "timestamp": "2023-10-26T21:47:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on GTWorld app?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14146", "timestamp": "2024-12-13T07:18:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14147", "timestamp": "2025-11-12T06:56:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14148", "timestamp": "2025-10-23T06:15:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14149", "timestamp": "2022-04-28T06:52:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14150", "timestamp": "2023-03-04T07:54:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14151", "timestamp": "2025-12-14T19:04:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX9434208009", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9434208009). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14152", "timestamp": "2023-02-04T19:26:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14153", "timestamp": "2024-03-10T14:02:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14154", "timestamp": "2022-03-01T17:20:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14155", "timestamp": "2022-01-15T07:41:00", "year": 2022, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14156", "timestamp": "2022-04-09T15:05:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14157", "timestamp": "2025-10-31T11:15:00", "year": 2025, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14158", "timestamp": "2023-08-30T16:52:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14159", "timestamp": "2025-02-10T21:39:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14160", "timestamp": "2022-08-26T11:10:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14161", "timestamp": "2022-07-19T20:05:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14162", "timestamp": "2022-12-13T03:56:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14163", "timestamp": "2022-01-02T21:27:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14164", "timestamp": "2022-07-24T23:49:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14165", "timestamp": "2025-02-06T01:32:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14166", "timestamp": "2022-07-17T08:24:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5944801600). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14167", "timestamp": "2023-08-09T22:34:00", "year": 2023, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14168", "timestamp": "2024-10-13T00:25:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14169", "timestamp": "2024-05-17T15:35:00", "year": 2024, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14170", "timestamp": "2024-12-01T21:53:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14171", "timestamp": "2025-11-11T16:42:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14172", "timestamp": "2022-12-04T03:58:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14173", "timestamp": "2023-01-05T08:39:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14174", "timestamp": "2022-03-16T12:50:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14175", "timestamp": "2025-06-13T06:48:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14176", "timestamp": "2022-09-12T00:01:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14177", "timestamp": "2022-08-25T12:49:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14178", "timestamp": "2023-11-02T18:57:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14179", "timestamp": "2022-05-09T10:34:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14180", "timestamp": "2022-03-22T05:55:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14181", "timestamp": "2024-06-15T07:34:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14182", "timestamp": "2023-02-11T18:42:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14183", "timestamp": "2024-04-07T19:18:00", "year": 2024, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14184", "timestamp": "2024-11-30T20:15:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14185", "timestamp": "2025-02-11T20:37:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14186", "timestamp": "2025-02-18T00:03:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14187", "timestamp": "2023-01-05T15:54:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14188", "timestamp": "2022-10-18T15:32:00", "year": 2022, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14189", "timestamp": "2023-05-16T06:25:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14190", "timestamp": "2022-03-07T17:56:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14191", "timestamp": "2024-10-11T12:09:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14192", "timestamp": "2025-10-27T22:09:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14193", "timestamp": "2022-12-15T02:28:00", "year": 2022, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14194", "timestamp": "2022-01-25T20:36:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14195", "timestamp": "2024-07-13T08:33:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14196", "timestamp": "2023-11-19T17:32:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14197", "timestamp": "2024-03-30T14:23:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14198", "timestamp": "2025-05-24T06:50:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14199", "timestamp": "2023-07-18T23:58:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14200", "timestamp": "2025-05-20T03:12:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14201", "timestamp": "2022-04-23T22:46:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0014163712). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14202", "timestamp": "2023-03-18T13:58:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14203", "timestamp": "2023-08-20T19:18:00", "year": 2023, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14204", "timestamp": "2023-05-01T11:21:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14205", "timestamp": "2024-01-28T03:06:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14206", "timestamp": "2025-03-01T19:32:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14207", "timestamp": "2024-03-12T23:27:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14208", "timestamp": "2023-03-23T23:30:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14209", "timestamp": "2025-12-21T05:10:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14210", "timestamp": "2022-05-14T18:24:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14211", "timestamp": "2022-04-25T21:09:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14212", "timestamp": "2024-11-13T08:34:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14213", "timestamp": "2024-03-23T19:09:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14214", "timestamp": "2024-07-05T22:10:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX6182123221) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14215", "timestamp": "2023-07-04T02:28:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14216", "timestamp": "2025-05-20T12:45:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14217", "timestamp": "2022-08-04T16:59:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14218", "timestamp": "2025-09-10T09:17:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14219", "timestamp": "2024-06-06T22:59:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14220", "timestamp": "2023-02-06T04:29:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14221", "timestamp": "2025-10-24T14:57:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14222", "timestamp": "2022-12-27T08:36:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14223", "timestamp": "2024-01-09T10:32:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14224", "timestamp": "2023-01-02T22:47:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1758408682", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1758408682) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14225", "timestamp": "2025-08-16T09:47:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14226", "timestamp": "2023-06-28T11:36:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14227", "timestamp": "2022-03-02T14:03:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14228", "timestamp": "2024-05-22T07:12:00", "year": 2024, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14229", "timestamp": "2023-07-17T13:53:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14230", "timestamp": "2023-10-22T15:09:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14231", "timestamp": "2022-10-27T04:53:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14232", "timestamp": "2023-08-07T18:01:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14233", "timestamp": "2023-11-11T11:28:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14234", "timestamp": "2024-12-19T20:34:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14235", "timestamp": "2024-08-22T17:34:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14236", "timestamp": "2024-10-28T01:06:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14237", "timestamp": "2022-12-18T21:22:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14238", "timestamp": "2024-10-14T23:12:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14239", "timestamp": "2024-06-15T09:49:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14240", "timestamp": "2024-03-11T20:39:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14241", "timestamp": "2024-02-27T21:26:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14242", "timestamp": "2022-11-09T12:00:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14243", "timestamp": "2023-12-31T12:50:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14244", "timestamp": "2024-08-17T17:52:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14245", "timestamp": "2024-04-17T03:57:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14246", "timestamp": "2024-03-23T09:18:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14247", "timestamp": "2023-09-14T01:48:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14248", "timestamp": "2023-05-11T02:48:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14249", "timestamp": "2022-09-06T05:43:00", "year": 2022, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14250", "timestamp": "2022-03-12T01:40:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14251", "timestamp": "2025-10-03T20:27:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14252", "timestamp": "2025-11-13T08:40:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14253", "timestamp": "2025-12-21T01:32:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_14254", "timestamp": "2024-05-25T09:23:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14255", "timestamp": "2022-05-22T06:59:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14256", "timestamp": "2024-08-04T15:27:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14257", "timestamp": "2024-05-11T05:13:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14258", "timestamp": "2023-07-13T20:27:00", "year": 2023, "user_query": "I did a transfer on POS and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX8222564515) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14259", "timestamp": "2022-06-17T11:33:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5466865567", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX5466865567) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14260", "timestamp": "2024-07-21T11:30:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14261", "timestamp": "2025-10-28T12:39:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14262", "timestamp": "2025-01-04T17:26:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14263", "timestamp": "2023-12-28T11:28:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14264", "timestamp": "2023-07-23T22:55:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14265", "timestamp": "2024-09-17T07:56:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14266", "timestamp": "2025-07-18T19:06:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14267", "timestamp": "2025-08-10T20:11:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14268", "timestamp": "2023-01-28T14:07:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14269", "timestamp": "2024-11-12T05:53:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14270", "timestamp": "2023-11-05T18:09:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14271", "timestamp": "2025-11-26T19:46:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14272", "timestamp": "2023-03-09T18:01:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14273", "timestamp": "2023-02-22T05:40:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14274", "timestamp": "2024-12-14T21:16:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14275", "timestamp": "2023-03-18T23:18:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14276", "timestamp": "2023-09-29T07:09:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14277", "timestamp": "2022-08-29T14:42:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14278", "timestamp": "2023-06-12T18:27:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14279", "timestamp": "2023-03-29T18:35:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14280", "timestamp": "2025-12-25T22:38:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14281", "timestamp": "2022-08-23T06:14:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14282", "timestamp": "2023-03-13T15:44:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14283", "timestamp": "2023-09-26T17:00:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14284", "timestamp": "2024-10-11T19:48:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14285", "timestamp": "2022-09-24T13:07:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14286", "timestamp": "2023-03-02T19:59:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14287", "timestamp": "2024-10-10T08:56:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14288", "timestamp": "2022-09-10T07:49:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14289", "timestamp": "2022-05-11T11:26:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14290", "timestamp": "2023-03-26T17:55:00", "year": 2023, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14291", "timestamp": "2022-02-11T01:36:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14292", "timestamp": "2022-07-07T05:34:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_14293", "timestamp": "2023-07-13T08:23:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14294", "timestamp": "2022-10-22T21:26:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14295", "timestamp": "2024-06-03T04:33:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14296", "timestamp": "2023-07-07T14:21:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14297", "timestamp": "2024-01-10T16:13:00", "year": 2024, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2633910825) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14298", "timestamp": "2023-02-09T22:58:00", "year": 2023, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6700940070) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14299", "timestamp": "2024-12-26T20:36:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14300", "timestamp": "2023-06-12T19:56:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14301", "timestamp": "2025-09-15T06:43:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14302", "timestamp": "2024-06-03T22:38:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14303", "timestamp": "2024-01-02T12:10:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14304", "timestamp": "2023-03-04T07:58:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14305", "timestamp": "2025-05-02T03:15:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14306", "timestamp": "2024-11-17T02:12:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14307", "timestamp": "2022-07-16T19:59:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_14308", "timestamp": "2022-08-03T17:40:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14309", "timestamp": "2022-11-12T06:27:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14310", "timestamp": "2024-10-21T17:32:00", "year": 2024, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4450448679) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14311", "timestamp": "2024-07-05T14:51:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX7595824504) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14312", "timestamp": "2023-10-17T15:39:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14313", "timestamp": "2023-01-01T20:41:00", "year": 2023, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14314", "timestamp": "2023-02-13T21:13:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14315", "timestamp": "2022-08-30T06:23:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14316", "timestamp": "2024-10-25T00:15:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14317", "timestamp": "2022-12-28T11:01:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14318", "timestamp": "2022-06-08T22:30:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14319", "timestamp": "2025-04-28T09:02:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14320", "timestamp": "2022-12-12T17:25:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14321", "timestamp": "2023-12-04T20:43:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14322", "timestamp": "2024-06-02T14:50:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14323", "timestamp": "2025-02-06T23:01:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14324", "timestamp": "2025-12-12T05:14:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14325", "timestamp": "2022-10-14T13:54:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14326", "timestamp": "2024-07-03T06:09:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14327", "timestamp": "2024-05-25T07:51:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14328", "timestamp": "2025-05-17T06:57:00", "year": 2025, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_14329", "timestamp": "2025-10-08T04:40:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14330", "timestamp": "2025-07-04T14:10:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14331", "timestamp": "2024-06-10T00:54:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14332", "timestamp": "2022-09-30T10:13:00", "year": 2022, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14333", "timestamp": "2022-10-23T13:01:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14334", "timestamp": "2025-08-15T12:18:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14335", "timestamp": "2022-11-24T01:22:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14336", "timestamp": "2022-10-23T09:30:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14337", "timestamp": "2022-04-19T21:36:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14338", "timestamp": "2023-02-05T18:35:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14339", "timestamp": "2024-12-08T11:55:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14340", "timestamp": "2022-11-22T01:59:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14341", "timestamp": "2022-01-23T12:21:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14342", "timestamp": "2025-01-26T00:37:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14343", "timestamp": "2025-03-16T04:07:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14344", "timestamp": "2025-11-02T23:20:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14345", "timestamp": "2025-02-21T07:36:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14346", "timestamp": "2025-05-08T03:00:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14347", "timestamp": "2022-07-12T23:37:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2718420291). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14348", "timestamp": "2022-09-08T07:41:00", "year": 2022, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14349", "timestamp": "2022-10-02T03:45:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14350", "timestamp": "2025-10-09T19:16:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14351", "timestamp": "2025-03-22T18:53:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14352", "timestamp": "2024-04-16T06:07:00", "year": 2024, "user_query": "Why can’t I delete a beneficiary on branch?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14353", "timestamp": "2023-06-23T04:52:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14354", "timestamp": "2024-06-22T16:15:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14355", "timestamp": "2024-10-11T18:04:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14356", "timestamp": "2024-03-17T00:33:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14357", "timestamp": "2023-09-21T02:05:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14358", "timestamp": "2025-02-19T07:31:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14359", "timestamp": "2024-02-21T01:16:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14360", "timestamp": "2025-08-30T15:16:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14361", "timestamp": "2024-05-06T05:14:00", "year": 2024, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14362", "timestamp": "2023-08-13T20:49:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14363", "timestamp": "2022-10-21T19:13:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14364", "timestamp": "2025-09-06T11:53:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14365", "timestamp": "2023-12-26T20:23:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14366", "timestamp": "2024-01-07T06:43:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on USSD *737#?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14367", "timestamp": "2025-11-02T13:21:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14368", "timestamp": "2024-08-15T16:36:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14369", "timestamp": "2025-12-18T01:57:00", "year": 2025, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14370", "timestamp": "2024-02-29T07:21:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14371", "timestamp": "2024-05-10T08:34:00", "year": 2024, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14372", "timestamp": "2025-05-03T20:05:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14373", "timestamp": "2024-07-28T02:01:00", "year": 2024, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14374", "timestamp": "2024-06-29T10:33:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14375", "timestamp": "2023-11-02T16:22:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_14376", "timestamp": "2024-05-26T17:11:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14377", "timestamp": "2024-07-12T03:42:00", "year": 2024, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14378", "timestamp": "2025-06-05T12:05:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14379", "timestamp": "2025-12-09T08:34:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14380", "timestamp": "2025-03-28T22:47:00", "year": 2025, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14381", "timestamp": "2023-05-11T07:37:00", "year": 2023, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14382", "timestamp": "2024-03-15T04:44:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14383", "timestamp": "2023-09-13T13:44:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7317061579", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7317061579) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14384", "timestamp": "2022-06-18T09:28:00", "year": 2022, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14385", "timestamp": "2025-09-10T18:05:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14386", "timestamp": "2025-12-27T01:19:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14387", "timestamp": "2023-06-24T18:30:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14388", "timestamp": "2023-12-09T00:08:00", "year": 2023, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX7867571024", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7867571024). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14389", "timestamp": "2025-11-16T13:30:00", "year": 2025, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14390", "timestamp": "2022-09-11T08:20:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14391", "timestamp": "2023-10-04T00:22:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14392", "timestamp": "2022-09-08T09:44:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9490439216). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14393", "timestamp": "2023-08-31T22:28:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14394", "timestamp": "2025-12-27T16:48:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14395", "timestamp": "2024-06-13T12:32:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14396", "timestamp": "2025-07-10T03:53:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14397", "timestamp": "2025-12-04T08:50:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14398", "timestamp": "2023-01-19T18:57:00", "year": 2023, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14399", "timestamp": "2022-01-08T17:37:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14400", "timestamp": "2022-11-27T04:04:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14401", "timestamp": "2024-08-10T18:45:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14402", "timestamp": "2022-10-10T20:33:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14403", "timestamp": "2022-01-27T22:03:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5333809140", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5333809140) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14404", "timestamp": "2025-06-18T23:58:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14405", "timestamp": "2024-09-26T06:06:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14406", "timestamp": "2023-02-11T17:51:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14407", "timestamp": "2024-04-08T01:09:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14408", "timestamp": "2025-07-06T07:40:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14409", "timestamp": "2024-07-05T07:31:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14410", "timestamp": "2022-02-01T19:57:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14411", "timestamp": "2023-01-29T17:22:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14412", "timestamp": "2024-09-30T22:21:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14413", "timestamp": "2024-10-02T18:26:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5766832452). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14414", "timestamp": "2025-12-26T02:01:00", "year": 2025, "user_query": "I forgot my ATM password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14415", "timestamp": "2023-12-18T19:52:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14416", "timestamp": "2024-12-18T13:21:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14417", "timestamp": "2023-02-21T22:15:00", "year": 2023, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14418", "timestamp": "2024-11-12T17:15:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14419", "timestamp": "2023-03-11T06:36:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14420", "timestamp": "2022-04-20T16:56:00", "year": 2022, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX0858204588", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX0858204588). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14421", "timestamp": "2023-05-17T03:31:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_14422", "timestamp": "2025-06-21T19:18:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14423", "timestamp": "2022-02-20T05:05:00", "year": 2022, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7522551113) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14424", "timestamp": "2025-09-06T21:55:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14425", "timestamp": "2024-12-02T00:07:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14426", "timestamp": "2023-12-15T06:39:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14427", "timestamp": "2022-06-05T01:43:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14428", "timestamp": "2022-08-01T03:11:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14429", "timestamp": "2024-05-05T18:11:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14430", "timestamp": "2025-10-13T01:43:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on internet banking?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14431", "timestamp": "2023-11-11T18:37:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14432", "timestamp": "2025-08-16T18:41:00", "year": 2025, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX8699916422", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14433", "timestamp": "2025-11-11T04:31:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14434", "timestamp": "2022-09-01T04:40:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14435", "timestamp": "2023-07-30T05:33:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14436", "timestamp": "2024-09-07T16:58:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14437", "timestamp": "2024-12-21T18:56:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14438", "timestamp": "2024-01-17T09:11:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14439", "timestamp": "2023-12-12T12:03:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14440", "timestamp": "2022-10-06T18:03:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14441", "timestamp": "2022-08-29T02:18:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14442", "timestamp": "2025-01-12T20:30:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a NIN slip.", "intent": "pin_change"}
{"id": "gtb_cs_14443", "timestamp": "2025-08-26T13:02:00", "year": 2025, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14444", "timestamp": "2025-09-28T19:38:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14445", "timestamp": "2022-07-08T18:22:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14446", "timestamp": "2024-10-04T10:20:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14447", "timestamp": "2024-02-22T00:51:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14448", "timestamp": "2023-08-17T12:13:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1898356719) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14449", "timestamp": "2022-03-15T09:08:00", "year": 2022, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14450", "timestamp": "2024-01-12T09:33:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14451", "timestamp": "2022-01-24T10:05:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0472047645", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX0472047645) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14452", "timestamp": "2022-05-25T23:07:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14453", "timestamp": "2024-08-01T03:56:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14454", "timestamp": "2023-09-18T18:15:00", "year": 2023, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14455", "timestamp": "2022-06-12T15:34:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14456", "timestamp": "2023-09-12T06:41:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14457", "timestamp": "2025-10-11T22:35:00", "year": 2025, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX7566815818", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7566815818). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14458", "timestamp": "2023-11-14T10:21:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14459", "timestamp": "2024-01-30T04:42:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14460", "timestamp": "2022-03-07T12:46:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14461", "timestamp": "2024-07-28T21:08:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14462", "timestamp": "2025-10-05T05:12:00", "year": 2025, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0243547053) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14463", "timestamp": "2025-12-14T05:48:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14464", "timestamp": "2025-08-21T13:08:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14465", "timestamp": "2024-05-30T22:39:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14466", "timestamp": "2025-06-24T16:32:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14467", "timestamp": "2024-01-08T04:51:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14468", "timestamp": "2023-06-06T19:35:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14469", "timestamp": "2024-11-24T02:29:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14470", "timestamp": "2025-01-08T05:26:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14471", "timestamp": "2025-03-26T14:33:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14472", "timestamp": "2023-03-30T20:20:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14473", "timestamp": "2024-11-23T22:30:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14474", "timestamp": "2023-10-07T16:53:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_14475", "timestamp": "2024-04-26T19:36:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7695599292", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7695599292) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14476", "timestamp": "2025-06-16T17:52:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14477", "timestamp": "2024-11-05T06:35:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14478", "timestamp": "2025-07-04T03:04:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14479", "timestamp": "2023-11-25T17:53:00", "year": 2023, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14480", "timestamp": "2025-06-20T10:43:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14481", "timestamp": "2025-05-30T08:03:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14482", "timestamp": "2022-06-11T06:17:00", "year": 2022, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14483", "timestamp": "2022-09-11T18:46:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14484", "timestamp": "2025-07-20T04:25:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14485", "timestamp": "2025-07-17T04:49:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14486", "timestamp": "2023-08-24T12:42:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14487", "timestamp": "2023-11-13T05:16:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14488", "timestamp": "2024-03-11T02:46:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14489", "timestamp": "2025-02-05T05:24:00", "year": 2025, "user_query": "I want to reset my Naira Mastercard PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14490", "timestamp": "2025-03-16T06:18:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14491", "timestamp": "2024-04-13T16:47:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14492", "timestamp": "2024-05-29T04:07:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14493", "timestamp": "2023-09-28T11:00:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14494", "timestamp": "2024-02-27T14:59:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14495", "timestamp": "2025-08-04T22:19:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14496", "timestamp": "2024-09-30T06:47:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14497", "timestamp": "2022-11-07T12:39:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14498", "timestamp": "2022-10-23T08:15:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14499", "timestamp": "2024-04-22T03:46:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14500", "timestamp": "2023-02-28T04:39:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14501", "timestamp": "2025-12-31T22:27:00", "year": 2025, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14502", "timestamp": "2025-08-12T01:41:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14503", "timestamp": "2022-04-11T15:25:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX1669965296", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX1669965296) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14504", "timestamp": "2022-04-28T13:24:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14505", "timestamp": "2024-03-18T04:52:00", "year": 2024, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX0197565183", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 48 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14506", "timestamp": "2023-01-11T16:52:00", "year": 2023, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14507", "timestamp": "2024-11-15T01:53:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14508", "timestamp": "2024-09-07T14:54:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14509", "timestamp": "2024-07-31T03:31:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14510", "timestamp": "2022-11-13T01:39:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14511", "timestamp": "2024-12-30T20:18:00", "year": 2024, "user_query": "Transfer failed but I was debited 20000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX7649171391) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14512", "timestamp": "2023-05-04T13:05:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14513", "timestamp": "2024-05-22T21:39:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14514", "timestamp": "2022-05-22T23:49:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14515", "timestamp": "2024-05-14T07:40:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14516", "timestamp": "2022-04-03T23:56:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14517", "timestamp": "2023-04-10T01:45:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14518", "timestamp": "2024-06-04T15:39:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14519", "timestamp": "2025-02-11T03:52:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14520", "timestamp": "2025-01-12T01:11:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14521", "timestamp": "2023-07-17T14:38:00", "year": 2023, "user_query": "I want to reset my Visa debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_14522", "timestamp": "2024-01-25T12:26:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a BVN for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14523", "timestamp": "2025-03-19T05:14:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14524", "timestamp": "2023-06-17T21:21:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14525", "timestamp": "2025-04-26T15:36:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14526", "timestamp": "2025-10-18T04:09:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14527", "timestamp": "2023-01-08T13:14:00", "year": 2023, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14528", "timestamp": "2024-02-12T19:14:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14529", "timestamp": "2025-08-06T23:12:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14530", "timestamp": "2022-05-16T15:20:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14531", "timestamp": "2023-03-16T15:42:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14532", "timestamp": "2022-09-17T22:29:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14533", "timestamp": "2025-03-31T00:09:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14534", "timestamp": "2023-01-13T19:57:00", "year": 2023, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14535", "timestamp": "2022-09-06T23:07:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14536", "timestamp": "2025-06-27T10:31:00", "year": 2025, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX3894721512) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14537", "timestamp": "2024-10-07T23:54:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14538", "timestamp": "2022-05-12T11:14:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14539", "timestamp": "2025-03-28T21:39:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14540", "timestamp": "2024-05-03T18:56:00", "year": 2024, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14541", "timestamp": "2023-11-29T05:39:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14542", "timestamp": "2025-03-12T11:19:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14543", "timestamp": "2024-09-06T19:51:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14544", "timestamp": "2025-09-14T11:01:00", "year": 2025, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1331947923) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14545", "timestamp": "2023-08-04T01:33:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX6545065800) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14546", "timestamp": "2024-04-17T03:39:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX9696188720) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14547", "timestamp": "2024-04-28T13:43:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14548", "timestamp": "2024-01-23T08:16:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14549", "timestamp": "2023-04-12T07:14:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14550", "timestamp": "2022-01-20T19:16:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14551", "timestamp": "2023-01-13T16:41:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8289531244", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX8289531244) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14552", "timestamp": "2022-03-29T20:42:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14553", "timestamp": "2024-05-05T16:22:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14554", "timestamp": "2023-09-01T12:07:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14555", "timestamp": "2025-05-26T00:01:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14556", "timestamp": "2023-04-18T02:37:00", "year": 2023, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14557", "timestamp": "2024-08-26T18:13:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14558", "timestamp": "2022-01-13T17:57:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14559", "timestamp": "2025-09-10T07:18:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14560", "timestamp": "2024-11-08T02:07:00", "year": 2024, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14561", "timestamp": "2023-04-02T05:55:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14562", "timestamp": "2024-03-06T17:27:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14563", "timestamp": "2022-10-16T01:18:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on internet banking?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14564", "timestamp": "2024-06-02T14:54:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14565", "timestamp": "2024-04-05T04:30:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14566", "timestamp": "2023-12-23T19:35:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14567", "timestamp": "2023-09-13T21:28:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14568", "timestamp": "2023-01-09T15:30:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14569", "timestamp": "2023-11-03T09:32:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX6135536796", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX6135536796) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14570", "timestamp": "2024-06-27T22:27:00", "year": 2024, "user_query": "How do I increase my transfer limit on ATM?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14571", "timestamp": "2022-02-01T13:08:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14572", "timestamp": "2024-12-29T13:06:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14573", "timestamp": "2023-09-07T12:19:00", "year": 2023, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14574", "timestamp": "2024-09-02T05:16:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14575", "timestamp": "2023-06-16T02:34:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14576", "timestamp": "2023-12-17T23:37:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14577", "timestamp": "2022-09-23T08:50:00", "year": 2022, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14578", "timestamp": "2024-07-15T21:50:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX3793505103", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX3793505103) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14579", "timestamp": "2022-05-10T07:51:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14580", "timestamp": "2025-04-29T15:25:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14581", "timestamp": "2025-08-26T06:31:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1742349909). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14582", "timestamp": "2024-07-15T10:09:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14583", "timestamp": "2025-06-05T14:51:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14584", "timestamp": "2024-09-27T10:46:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14585", "timestamp": "2025-04-23T07:24:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14586", "timestamp": "2025-01-30T04:40:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14587", "timestamp": "2024-11-19T00:56:00", "year": 2024, "user_query": "Can I change my PIN using ATM?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14588", "timestamp": "2022-12-16T02:32:00", "year": 2022, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14589", "timestamp": "2025-06-08T00:56:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 10000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14590", "timestamp": "2022-03-18T21:29:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14591", "timestamp": "2024-11-17T07:15:00", "year": 2024, "user_query": "Transfer failed but I was debited 200000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX3510029418) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14592", "timestamp": "2022-05-30T11:54:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14593", "timestamp": "2025-05-04T09:58:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14594", "timestamp": "2022-04-01T13:40:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14595", "timestamp": "2023-06-26T15:28:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14596", "timestamp": "2022-01-01T11:35:00", "year": 2022, "user_query": "Transfer failed but I was debited 100000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX4045527269) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14597", "timestamp": "2022-04-05T10:00:00", "year": 2022, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14598", "timestamp": "2022-07-22T21:26:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14599", "timestamp": "2025-04-10T20:10:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14600", "timestamp": "2022-03-03T02:29:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14601", "timestamp": "2023-03-18T04:14:00", "year": 2023, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14602", "timestamp": "2023-03-14T11:29:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14603", "timestamp": "2025-03-28T03:29:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14604", "timestamp": "2025-08-15T15:11:00", "year": 2025, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14605", "timestamp": "2022-10-15T19:45:00", "year": 2022, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14606", "timestamp": "2023-05-24T03:48:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14607", "timestamp": "2023-08-31T14:55:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14608", "timestamp": "2022-10-04T02:08:00", "year": 2022, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX0255215207", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14609", "timestamp": "2025-05-11T19:42:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14610", "timestamp": "2022-05-01T19:23:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14611", "timestamp": "2022-03-15T22:14:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5735174528). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14612", "timestamp": "2023-07-08T08:20:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14613", "timestamp": "2025-05-14T10:15:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14614", "timestamp": "2023-09-08T17:04:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14615", "timestamp": "2022-08-07T21:22:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14616", "timestamp": "2022-04-08T05:52:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14617", "timestamp": "2023-09-03T03:18:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14618", "timestamp": "2024-10-29T02:21:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14619", "timestamp": "2023-01-02T23:45:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2008668419). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14620", "timestamp": "2025-02-13T11:55:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14621", "timestamp": "2022-04-11T06:28:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14622", "timestamp": "2023-02-25T21:00:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14623", "timestamp": "2023-02-07T20:10:00", "year": 2023, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_14624", "timestamp": "2025-12-08T16:54:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on GTWorld app?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14625", "timestamp": "2025-04-14T22:09:00", "year": 2025, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14626", "timestamp": "2024-03-15T19:42:00", "year": 2024, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14627", "timestamp": "2022-09-08T11:05:00", "year": 2022, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14628", "timestamp": "2023-05-16T14:13:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14629", "timestamp": "2024-11-28T18:10:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14630", "timestamp": "2023-02-17T16:45:00", "year": 2023, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX0367934638) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14631", "timestamp": "2023-11-20T02:59:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14632", "timestamp": "2025-09-04T22:31:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14633", "timestamp": "2023-12-20T07:25:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14634", "timestamp": "2023-08-19T10:38:00", "year": 2023, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14635", "timestamp": "2022-11-30T09:15:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14636", "timestamp": "2023-04-27T19:56:00", "year": 2023, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14637", "timestamp": "2022-08-08T16:55:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14638", "timestamp": "2025-11-06T06:59:00", "year": 2025, "user_query": "Can I change my PIN using POS?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14639", "timestamp": "2022-08-24T23:39:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX1715988524). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14640", "timestamp": "2024-03-23T21:51:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14641", "timestamp": "2025-04-09T17:01:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14642", "timestamp": "2023-07-23T08:47:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14643", "timestamp": "2023-06-10T17:16:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 25000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14644", "timestamp": "2025-01-27T09:55:00", "year": 2025, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14645", "timestamp": "2024-02-05T19:09:00", "year": 2024, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14646", "timestamp": "2022-07-26T18:00:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14647", "timestamp": "2025-06-01T22:20:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14648", "timestamp": "2022-08-20T17:23:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14649", "timestamp": "2023-02-05T12:31:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14650", "timestamp": "2025-04-22T19:58:00", "year": 2025, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14651", "timestamp": "2025-04-14T06:37:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a passport photograph.", "intent": "pin_change"}
{"id": "gtb_cs_14652", "timestamp": "2025-03-10T23:45:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14653", "timestamp": "2024-09-16T10:56:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14654", "timestamp": "2023-06-04T02:02:00", "year": 2023, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a passport photograph and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14655", "timestamp": "2022-09-14T15:05:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5271767535", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5271767535) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14656", "timestamp": "2023-10-13T07:44:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14657", "timestamp": "2024-08-02T18:16:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14658", "timestamp": "2023-10-12T06:28:00", "year": 2023, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14659", "timestamp": "2025-05-17T07:25:00", "year": 2025, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a utility bill for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14660", "timestamp": "2022-03-23T13:38:00", "year": 2022, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX8720886507", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8720886507). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14661", "timestamp": "2024-07-22T22:08:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14662", "timestamp": "2025-05-19T22:56:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14663", "timestamp": "2022-06-21T16:25:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4025656713). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14664", "timestamp": "2023-03-02T13:10:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14665", "timestamp": "2025-03-21T05:04:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14666", "timestamp": "2023-10-14T01:43:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14667", "timestamp": "2024-07-06T13:45:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5316015366). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14668", "timestamp": "2025-06-16T06:17:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14669", "timestamp": "2025-05-12T22:24:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4389807582", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4389807582) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14670", "timestamp": "2023-05-30T15:37:00", "year": 2023, "user_query": "My Naira Mastercard isn’t working online for international payments. What can I do?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14671", "timestamp": "2022-10-16T03:47:00", "year": 2022, "user_query": "I was charged twice on POS for 5000 NGN. How do I dispute? Ref: TRX3359279579", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14672", "timestamp": "2024-10-15T09:26:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14673", "timestamp": "2022-03-30T08:37:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14674", "timestamp": "2022-06-27T06:20:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14675", "timestamp": "2022-02-25T18:45:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14676", "timestamp": "2025-11-28T06:45:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14677", "timestamp": "2025-12-21T11:56:00", "year": 2025, "user_query": "I was charged twice on POS for 10000 NGN. How do I dispute? Ref: TRX6810292237", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14678", "timestamp": "2025-01-16T18:47:00", "year": 2025, "user_query": "I collected my card at Wuse. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14679", "timestamp": "2022-07-28T13:57:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14680", "timestamp": "2024-09-04T14:37:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14681", "timestamp": "2025-12-22T19:55:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14682", "timestamp": "2025-07-26T14:30:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14683", "timestamp": "2024-08-03T12:15:00", "year": 2024, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14684", "timestamp": "2025-04-16T02:23:00", "year": 2025, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14685", "timestamp": "2022-03-25T06:28:00", "year": 2022, "user_query": "Transfer failed but I was debited 500 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5225255965) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14686", "timestamp": "2023-04-06T02:03:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14687", "timestamp": "2022-01-14T09:09:00", "year": 2022, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14688", "timestamp": "2023-07-18T14:11:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14689", "timestamp": "2022-09-02T02:04:00", "year": 2022, "user_query": "I was charged twice on POS for 75000 NGN. How do I dispute? Ref: TRX9560388377", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9560388377). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14690", "timestamp": "2024-11-18T13:46:00", "year": 2024, "user_query": "Can I change my PIN using internet banking?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14691", "timestamp": "2023-05-18T09:30:00", "year": 2023, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14692", "timestamp": "2025-08-30T19:19:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14693", "timestamp": "2024-07-02T01:28:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14694", "timestamp": "2025-01-05T02:08:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14695", "timestamp": "2022-08-04T19:50:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14696", "timestamp": "2025-09-16T17:50:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14697", "timestamp": "2022-09-04T03:29:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14698", "timestamp": "2022-06-27T22:59:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14699", "timestamp": "2022-01-23T15:50:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14700", "timestamp": "2024-03-14T18:19:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 20000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14701", "timestamp": "2022-04-19T05:43:00", "year": 2022, "user_query": "How can I get my bank statement?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14702", "timestamp": "2024-08-15T12:04:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14703", "timestamp": "2024-01-08T17:43:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 72 hours. Keep your reference (TRX6946858138) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14704", "timestamp": "2023-12-12T02:46:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14705", "timestamp": "2024-09-08T04:50:00", "year": 2024, "user_query": "I did a transfer on ATM and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX8438792597) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14706", "timestamp": "2022-12-29T14:48:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a utility bill to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14707", "timestamp": "2025-05-21T22:42:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a valid ID for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14708", "timestamp": "2025-06-13T07:07:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6787929621). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14709", "timestamp": "2022-04-26T11:23:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14710", "timestamp": "2024-05-27T13:02:00", "year": 2024, "user_query": "I did a transfer on internet banking and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX1704366928) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14711", "timestamp": "2022-03-17T23:39:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14712", "timestamp": "2023-12-24T08:13:00", "year": 2023, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14713", "timestamp": "2024-03-11T04:14:00", "year": 2024, "user_query": "I did a transfer on branch and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX2188471388) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14714", "timestamp": "2022-10-19T16:49:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14715", "timestamp": "2024-09-08T19:25:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14716", "timestamp": "2022-06-11T19:16:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14717", "timestamp": "2024-06-07T19:46:00", "year": 2024, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14718", "timestamp": "2025-07-29T11:10:00", "year": 2025, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14719", "timestamp": "2023-09-06T21:03:00", "year": 2023, "user_query": "I was charged twice on POS for 500 NGN. How do I dispute? Ref: TRX3451918066", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14720", "timestamp": "2024-04-23T08:18:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14721", "timestamp": "2025-11-01T14:37:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14722", "timestamp": "2024-04-04T05:18:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a valid ID.", "intent": "pin_change"}
{"id": "gtb_cs_14723", "timestamp": "2024-06-15T21:02:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14724", "timestamp": "2025-09-30T13:27:00", "year": 2025, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14725", "timestamp": "2022-11-03T13:44:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14726", "timestamp": "2024-10-24T17:14:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14727", "timestamp": "2022-09-11T18:55:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14728", "timestamp": "2025-09-04T10:58:00", "year": 2025, "user_query": "Transfer failed but I was debited 5000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0311300014) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14729", "timestamp": "2025-11-23T17:09:00", "year": 2025, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14730", "timestamp": "2022-11-02T19:54:00", "year": 2022, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8379391167", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX8379391167) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14731", "timestamp": "2024-01-18T23:18:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14732", "timestamp": "2025-07-21T00:33:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14733", "timestamp": "2024-05-10T16:46:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14734", "timestamp": "2025-08-17T11:16:00", "year": 2025, "user_query": "I was charged twice on POS for 100000 NGN. How do I dispute? Ref: TRX5142237228", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5142237228). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14735", "timestamp": "2022-02-16T15:58:00", "year": 2022, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14736", "timestamp": "2025-03-13T13:22:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a valid ID to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14737", "timestamp": "2024-11-15T08:26:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14738", "timestamp": "2024-09-12T13:22:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14739", "timestamp": "2025-10-16T20:06:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14740", "timestamp": "2022-12-21T20:04:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14741", "timestamp": "2025-03-22T13:41:00", "year": 2025, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14742", "timestamp": "2025-12-27T21:47:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14743", "timestamp": "2025-04-08T01:24:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14744", "timestamp": "2025-07-13T22:34:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14745", "timestamp": "2025-12-24T06:10:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14746", "timestamp": "2025-06-06T18:43:00", "year": 2025, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14747", "timestamp": "2022-07-11T23:22:00", "year": 2022, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14748", "timestamp": "2024-01-09T23:49:00", "year": 2024, "user_query": "Transfer failed but I was debited 2000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX7206474748) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14749", "timestamp": "2022-08-05T03:37:00", "year": 2022, "user_query": "I forgot my GTWorld app password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14750", "timestamp": "2025-11-02T16:58:00", "year": 2025, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14751", "timestamp": "2022-07-26T07:03:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX9518262994). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14752", "timestamp": "2023-03-18T05:28:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on POS?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14753", "timestamp": "2025-10-04T02:35:00", "year": 2025, "user_query": "Why am I getting a limit error when transferring 1000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14754", "timestamp": "2022-06-07T09:10:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14755", "timestamp": "2023-07-15T08:20:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5018139996", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX5018139996) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14756", "timestamp": "2024-10-19T20:39:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX5570200688). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14757", "timestamp": "2023-10-29T00:58:00", "year": 2023, "user_query": "Why can’t I delete a beneficiary on ATM?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14758", "timestamp": "2024-12-06T17:42:00", "year": 2024, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14759", "timestamp": "2023-07-02T23:07:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4224780630", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX4224780630) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14760", "timestamp": "2024-05-01T02:58:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14761", "timestamp": "2025-09-25T19:43:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14762", "timestamp": "2022-01-01T01:53:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14763", "timestamp": "2022-12-07T09:01:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14764", "timestamp": "2024-02-19T16:53:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14765", "timestamp": "2024-07-26T07:45:00", "year": 2024, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14766", "timestamp": "2023-02-17T15:17:00", "year": 2023, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14767", "timestamp": "2024-12-06T17:53:00", "year": 2024, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14768", "timestamp": "2023-08-20T06:53:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14769", "timestamp": "2022-05-14T22:40:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14770", "timestamp": "2025-02-28T22:47:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14771", "timestamp": "2022-02-17T23:32:00", "year": 2022, "user_query": "Why am I getting a limit error when transferring 50000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14772", "timestamp": "2022-03-10T13:10:00", "year": 2022, "user_query": "How do I increase my transfer limit on USSD *737#?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14773", "timestamp": "2025-10-21T18:13:00", "year": 2025, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14774", "timestamp": "2024-03-03T06:30:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14775", "timestamp": "2022-03-08T11:48:00", "year": 2022, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14776", "timestamp": "2025-08-21T00:09:00", "year": 2025, "user_query": "I was charged twice on POS for 1000 NGN. How do I dispute? Ref: TRX6964010630", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6964010630). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14777", "timestamp": "2022-08-30T14:42:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14778", "timestamp": "2022-06-09T10:39:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14779", "timestamp": "2025-08-28T03:06:00", "year": 2025, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14780", "timestamp": "2022-01-27T06:55:00", "year": 2022, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14781", "timestamp": "2022-09-10T16:10:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14782", "timestamp": "2022-11-08T00:03:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14783", "timestamp": "2025-02-18T15:05:00", "year": 2025, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a utility bill.", "intent": "pin_change"}
{"id": "gtb_cs_14784", "timestamp": "2025-04-17T19:45:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX7552486112", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX7552486112) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14785", "timestamp": "2025-12-27T05:06:00", "year": 2025, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14786", "timestamp": "2024-01-07T11:59:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14787", "timestamp": "2025-12-22T23:57:00", "year": 2025, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14788", "timestamp": "2022-10-30T10:10:00", "year": 2022, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14789", "timestamp": "2025-02-24T13:03:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14790", "timestamp": "2024-06-30T03:53:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14791", "timestamp": "2022-01-31T17:31:00", "year": 2022, "user_query": "I was charged twice on POS for 150000 NGN. How do I dispute? Ref: TRX2270883651", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14792", "timestamp": "2025-10-27T06:16:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14793", "timestamp": "2024-05-10T10:04:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14794", "timestamp": "2024-05-06T19:19:00", "year": 2024, "user_query": "Why am I getting a limit error when transferring 75000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14795", "timestamp": "2023-05-03T18:25:00", "year": 2023, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14796", "timestamp": "2024-04-19T14:14:00", "year": 2024, "user_query": "How do I activate my debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14797", "timestamp": "2024-01-23T01:05:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14798", "timestamp": "2023-04-16T21:36:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14799", "timestamp": "2022-04-10T19:12:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14800", "timestamp": "2022-02-23T07:01:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14801", "timestamp": "2024-10-28T19:59:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a utility bill and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14802", "timestamp": "2022-11-20T16:26:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14803", "timestamp": "2024-10-20T02:16:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14804", "timestamp": "2024-12-05T11:40:00", "year": 2024, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14805", "timestamp": "2025-07-19T03:38:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14806", "timestamp": "2023-06-18T00:16:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14807", "timestamp": "2022-11-02T23:58:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14808", "timestamp": "2025-12-28T05:01:00", "year": 2025, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14809", "timestamp": "2024-08-09T14:58:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX9974173722", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 24 hours. If it doesn’t reverse, share the reference (TRX9974173722) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14810", "timestamp": "2024-03-09T14:00:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14811", "timestamp": "2024-03-04T04:54:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a BVN and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14812", "timestamp": "2024-11-14T12:28:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14813", "timestamp": "2025-12-05T22:24:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2667002703). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14814", "timestamp": "2023-11-26T11:44:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 100000 NGN?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14815", "timestamp": "2023-09-15T14:17:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14816", "timestamp": "2022-01-18T03:35:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14817", "timestamp": "2025-01-05T05:14:00", "year": 2025, "user_query": "I collected my card at Victoria Island. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14818", "timestamp": "2025-06-24T14:23:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14819", "timestamp": "2024-12-19T22:07:00", "year": 2024, "user_query": "How do I activate my Verve card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14820", "timestamp": "2024-03-27T18:02:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14821", "timestamp": "2024-06-15T05:55:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14822", "timestamp": "2022-03-09T11:04:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14823", "timestamp": "2024-05-17T14:57:00", "year": 2024, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14824", "timestamp": "2022-08-13T19:18:00", "year": 2022, "user_query": "Can I unblock my card after I find it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14825", "timestamp": "2023-08-03T05:54:00", "year": 2023, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14826", "timestamp": "2023-12-01T09:33:00", "year": 2023, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14827", "timestamp": "2025-10-03T06:27:00", "year": 2025, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14828", "timestamp": "2025-03-13T23:10:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14829", "timestamp": "2025-09-24T21:02:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14830", "timestamp": "2022-05-24T10:55:00", "year": 2022, "user_query": "How do I activate my Naira Mastercard?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14831", "timestamp": "2024-06-03T09:44:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14832", "timestamp": "2022-12-17T08:09:00", "year": 2022, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14833", "timestamp": "2022-08-11T03:11:00", "year": 2022, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14834", "timestamp": "2024-04-22T09:38:00", "year": 2024, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14835", "timestamp": "2025-05-20T12:23:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14836", "timestamp": "2023-06-03T00:03:00", "year": 2023, "user_query": "I forgot my internet banking password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14837", "timestamp": "2023-07-19T00:08:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14838", "timestamp": "2022-08-02T04:59:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14839", "timestamp": "2024-09-01T13:56:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5891588462", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5891588462) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14840", "timestamp": "2023-09-16T08:03:00", "year": 2023, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14841", "timestamp": "2024-10-17T18:32:00", "year": 2024, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6021354936). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14842", "timestamp": "2024-11-11T21:20:00", "year": 2024, "user_query": "Why is my account restricted?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14843", "timestamp": "2024-12-21T19:10:00", "year": 2024, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14844", "timestamp": "2025-05-01T08:53:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14845", "timestamp": "2024-06-13T08:04:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14846", "timestamp": "2025-03-22T11:17:00", "year": 2025, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14847", "timestamp": "2025-03-02T15:39:00", "year": 2025, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14848", "timestamp": "2023-03-02T13:02:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14849", "timestamp": "2022-10-07T15:47:00", "year": 2022, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14850", "timestamp": "2023-06-23T10:13:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14851", "timestamp": "2023-04-10T14:35:00", "year": 2023, "user_query": "Why am I getting a limit error when transferring 2000 NGN?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14852", "timestamp": "2025-08-03T08:09:00", "year": 2025, "user_query": "How do I increase my transfer limit on branch?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14853", "timestamp": "2022-01-27T13:16:00", "year": 2022, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14854", "timestamp": "2023-11-05T22:33:00", "year": 2023, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14855", "timestamp": "2022-09-24T18:50:00", "year": 2022, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 72 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14856", "timestamp": "2022-01-18T23:08:00", "year": 2022, "user_query": "I was charged twice on POS for 25000 NGN. How do I dispute? Ref: TRX2896586646", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX2896586646). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14857", "timestamp": "2023-09-22T03:33:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14858", "timestamp": "2023-12-26T15:25:00", "year": 2023, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14859", "timestamp": "2025-07-01T15:43:00", "year": 2025, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX3832024199). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14860", "timestamp": "2024-07-20T12:30:00", "year": 2024, "user_query": "My Verve card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14861", "timestamp": "2022-11-24T12:53:00", "year": 2022, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14862", "timestamp": "2024-07-05T05:55:00", "year": 2024, "user_query": "How do I increase my transfer limit on GTWorld app?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14863", "timestamp": "2025-08-14T14:36:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX4292521490). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14864", "timestamp": "2024-09-18T18:32:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14865", "timestamp": "2023-12-17T04:19:00", "year": 2023, "user_query": "Can I change my PIN using branch?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14866", "timestamp": "2025-12-18T10:44:00", "year": 2025, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14867", "timestamp": "2024-05-26T10:03:00", "year": 2024, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14868", "timestamp": "2023-07-28T19:46:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14869", "timestamp": "2023-08-16T23:41:00", "year": 2023, "user_query": "I collected my card at Ikeja. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14870", "timestamp": "2024-07-30T20:34:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14871", "timestamp": "2022-03-23T20:51:00", "year": 2022, "user_query": "How do I block my card immediately?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14872", "timestamp": "2022-07-10T01:42:00", "year": 2022, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14873", "timestamp": "2022-11-08T17:14:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14874", "timestamp": "2024-01-14T11:12:00", "year": 2024, "user_query": "Transfer failed but I was debited 15000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX4432293660) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14875", "timestamp": "2025-07-27T07:12:00", "year": 2025, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_14876", "timestamp": "2024-05-21T11:39:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14877", "timestamp": "2024-08-16T17:55:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14878", "timestamp": "2025-06-23T23:55:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14879", "timestamp": "2022-06-18T02:43:00", "year": 2022, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14880", "timestamp": "2025-03-09T10:25:00", "year": 2025, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14881", "timestamp": "2024-03-30T02:32:00", "year": 2024, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14882", "timestamp": "2024-11-27T02:59:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14883", "timestamp": "2023-10-09T02:36:00", "year": 2023, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14884", "timestamp": "2025-07-15T10:28:00", "year": 2025, "user_query": "I collected my card at Surulere. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14885", "timestamp": "2024-10-18T19:19:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14886", "timestamp": "2023-05-25T21:48:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed by the next business day. If it doesn’t reverse, share the reference (TRX1685209635) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14887", "timestamp": "2025-08-19T03:33:00", "year": 2025, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14888", "timestamp": "2022-01-02T08:56:00", "year": 2022, "user_query": "Can you send me my account statement via email?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14889", "timestamp": "2023-08-07T00:59:00", "year": 2023, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14890", "timestamp": "2024-09-05T03:52:00", "year": 2024, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14891", "timestamp": "2024-05-31T02:44:00", "year": 2024, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14892", "timestamp": "2024-03-10T04:04:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a NIN slip and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14893", "timestamp": "2024-08-21T02:17:00", "year": 2024, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7447462670). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14894", "timestamp": "2024-01-13T15:16:00", "year": 2024, "user_query": "Can I open an account online and upgrade later?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14895", "timestamp": "2023-04-02T11:33:00", "year": 2023, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal by the next business day. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14896", "timestamp": "2022-12-05T11:14:00", "year": 2022, "user_query": "Can I change my PIN using USSD *737#?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14897", "timestamp": "2025-09-11T02:35:00", "year": 2025, "user_query": "Why can’t I delete a beneficiary on USSD *737#?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14898", "timestamp": "2024-09-18T01:40:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14899", "timestamp": "2023-11-06T19:45:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14900", "timestamp": "2024-07-28T14:49:00", "year": 2024, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14901", "timestamp": "2023-07-20T18:24:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14902", "timestamp": "2025-12-08T11:08:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14903", "timestamp": "2022-10-24T01:32:00", "year": 2022, "user_query": "I collected my card at Yaba. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14904", "timestamp": "2023-08-11T09:03:00", "year": 2023, "user_query": "I collected my card at GRA Port Harcourt. What’s the activation process?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14905", "timestamp": "2024-09-22T21:43:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14906", "timestamp": "2023-02-11T09:15:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14907", "timestamp": "2024-11-27T17:27:00", "year": 2024, "user_query": "I got a message to submit NIN. How do I do it on ATM?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14908", "timestamp": "2024-05-25T05:21:00", "year": 2024, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14909", "timestamp": "2025-09-28T21:36:00", "year": 2025, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14910", "timestamp": "2024-03-11T08:15:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14911", "timestamp": "2024-11-11T21:16:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14912", "timestamp": "2025-08-07T03:55:00", "year": 2025, "user_query": "My BVN verification failed. What should I do?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a BVN to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14913", "timestamp": "2025-06-01T12:15:00", "year": 2025, "user_query": "I forgot my POS password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14914", "timestamp": "2022-06-19T14:15:00", "year": 2022, "user_query": "How do I link my NIN to my account?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14915", "timestamp": "2022-07-06T06:03:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14916", "timestamp": "2025-01-13T11:06:00", "year": 2025, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14917", "timestamp": "2024-09-10T10:46:00", "year": 2024, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14918", "timestamp": "2024-11-13T17:16:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a NIN slip to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14919", "timestamp": "2024-03-09T05:33:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14920", "timestamp": "2022-01-16T01:25:00", "year": 2022, "user_query": "How do I change my card PIN?", "assistant_reply": "For security, PIN changes are done via GTBank ATM or in-branch. If your PIN is blocked, visit a branch with a BVN.", "intent": "pin_change"}
{"id": "gtb_cs_14921", "timestamp": "2025-09-07T10:36:00", "year": 2025, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14922", "timestamp": "2022-09-21T04:54:00", "year": 2022, "user_query": "How do I activate my debit card?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14923", "timestamp": "2023-09-03T07:59:00", "year": 2023, "user_query": "How do I increase my transfer limit on internet banking?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14924", "timestamp": "2025-11-29T08:09:00", "year": 2025, "user_query": "How do I activate my Visa debit card?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14925", "timestamp": "2025-09-10T04:09:00", "year": 2025, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14926", "timestamp": "2025-07-14T15:20:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 3). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14927", "timestamp": "2022-05-02T04:02:00", "year": 2022, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14928", "timestamp": "2022-07-12T19:59:00", "year": 2022, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14929", "timestamp": "2022-06-24T18:18:00", "year": 2022, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX8377966306). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14930", "timestamp": "2023-07-01T02:57:00", "year": 2023, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX5106019465) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14931", "timestamp": "2024-09-24T21:45:00", "year": 2024, "user_query": "I forgot my USSD *737# password. What should I do?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14932", "timestamp": "2024-10-27T14:58:00", "year": 2024, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14933", "timestamp": "2023-11-16T22:00:00", "year": 2023, "user_query": "I want to reset my Verve card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14934", "timestamp": "2024-09-25T20:40:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14935", "timestamp": "2025-03-11T15:23:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14936", "timestamp": "2024-11-13T12:56:00", "year": 2024, "user_query": "What is my daily transfer limit?", "assistant_reply": "If you’re seeing a limit error, reduce the amount or split the transfer. To increase limits, update your KYC and request a limit review through GTWorld (if available) or at a branch.", "intent": "transfer_limits"}
{"id": "gtb_cs_14937", "timestamp": "2022-05-22T05:05:00", "year": 2022, "user_query": "Why did my foreign card payment decline?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14938", "timestamp": "2023-09-19T14:18:00", "year": 2023, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14939", "timestamp": "2025-04-24T14:41:00", "year": 2025, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14940", "timestamp": "2022-10-01T04:47:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14941", "timestamp": "2024-12-22T14:06:00", "year": 2024, "user_query": "BVN mismatch error on GTWorld—how can I fix it?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14942", "timestamp": "2023-05-31T13:13:00", "year": 2023, "user_query": "I collected my card at Garki. What’s the activation process?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14943", "timestamp": "2024-08-31T19:30:00", "year": 2024, "user_query": "I was charged twice on POS for 20000 NGN. How do I dispute? Ref: TRX6718418943", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX6718418943). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14944", "timestamp": "2024-09-20T09:54:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14945", "timestamp": "2025-05-05T06:00:00", "year": 2025, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14946", "timestamp": "2023-01-08T04:24:00", "year": 2023, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX0527440352", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX0527440352) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14947", "timestamp": "2023-04-03T04:02:00", "year": 2023, "user_query": "I didn’t get debit alerts. How do I activate SMS alerts?", "assistant_reply": "If alerts stopped, confirm your contact details and alert settings. You may also need to update preferences at a branch for reactivation.", "intent": "debit_alerts"}
{"id": "gtb_cs_14948", "timestamp": "2023-10-18T16:59:00", "year": 2023, "user_query": "I got a message to submit NIN. How do I do it on branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14949", "timestamp": "2022-07-16T08:04:00", "year": 2022, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14950", "timestamp": "2023-01-16T00:14:00", "year": 2023, "user_query": "Can I receive email alerts for transactions?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14951", "timestamp": "2022-11-20T05:51:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14952", "timestamp": "2022-08-20T08:56:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX1271624605) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14953", "timestamp": "2024-07-30T06:15:00", "year": 2024, "user_query": "How do I increase my transfer limit on POS?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 2). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}
{"id": "gtb_cs_14954", "timestamp": "2022-05-06T04:25:00", "year": 2022, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14955", "timestamp": "2024-11-14T15:28:00", "year": 2024, "user_query": "Transfer failed but I was debited 25000 NGN. How long till reversal?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX0655546108) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14956", "timestamp": "2023-06-15T20:23:00", "year": 2023, "user_query": "I need a statement from last month. How do I download it?", "assistant_reply": "Statements are available on GTWorld for download. If you need a stamped statement, request it at any branch.", "intent": "statement_request"}
{"id": "gtb_cs_14957", "timestamp": "2025-07-23T05:38:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "For POS/merchant disputes, keep your receipt and reference (TRX7973918625). Disputes can be raised via customer care or at a branch. Resolution timelines depend on the card scheme and merchant response.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14958", "timestamp": "2025-06-02T23:02:00", "year": 2025, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX4387065709", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 72 hours. If it doesn’t reverse, share the reference (TRX4387065709) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14959", "timestamp": "2024-05-29T12:03:00", "year": 2024, "user_query": "My USSD isn’t working. What can cause this?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14960", "timestamp": "2025-02-23T14:39:00", "year": 2025, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "A BVN mismatch usually means your biodata doesn’t align with BVN records. Please visit a branch with a passport photograph to update and re-verify your details.", "intent": "bvn_issues"}
{"id": "gtb_cs_14961", "timestamp": "2025-05-01T19:17:00", "year": 2025, "user_query": "How do I change my card PIN?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14962", "timestamp": "2024-11-23T13:36:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX5040510772", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 24 hours. Keep your reference (TRX5040510772) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14963", "timestamp": "2024-11-16T11:40:00", "year": 2024, "user_query": "How do I open a GTBank account?", "assistant_reply": "You can start account opening via GTWorld (if available in your region) or visit a branch. Required documents typically include a valid ID and additional KYC depending on the account type.", "intent": "account_opening"}
{"id": "gtb_cs_14964", "timestamp": "2024-10-22T14:55:00", "year": 2024, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14965", "timestamp": "2022-03-05T10:09:00", "year": 2022, "user_query": "I want to reset my debit card PIN. What are the steps?", "assistant_reply": "You can change your card PIN at a GTBank ATM or by visiting a branch. Some PIN services may also be available via GTWorld depending on your card type.", "intent": "pin_change"}
{"id": "gtb_cs_14966", "timestamp": "2022-09-11T08:16:00", "year": 2022, "user_query": "My login isn’t working. How do I reset my password?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14967", "timestamp": "2025-07-01T09:43:00", "year": 2025, "user_query": "A POS transaction shows successful but merchant says failed. What should I do?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14968", "timestamp": "2024-05-11T10:46:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14969", "timestamp": "2024-10-07T09:09:00", "year": 2024, "user_query": "Transfer failed but I was debited 150000 NGN. How long till reversal?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX6261138731) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14970", "timestamp": "2023-07-01T18:21:00", "year": 2023, "user_query": "I need to raise a dispute for a card transaction. How can I do that?", "assistant_reply": "If you were charged but the merchant says failed, request a POS receipt and wait for an auto-reversal within 24 hours. If it doesn’t reverse, raise a dispute with the reference and evidence.", "intent": "chargeback_dispute"}
{"id": "gtb_cs_14971", "timestamp": "2023-12-01T00:34:00", "year": 2023, "user_query": "I forgot my branch password. What should I do?", "assistant_reply": "Please use the **Forgot Password** option on GTWorld to reset your password. If you still can’t access your profile after verification, contact customer care or visit a branch.", "intent": "password_reset"}
{"id": "gtb_cs_14972", "timestamp": "2025-10-03T12:13:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14973", "timestamp": "2024-02-10T10:02:00", "year": 2024, "user_query": "Do you support international transactions on my card?", "assistant_reply": "International card payments may be affected by card settings, limits, or regulatory restrictions. Check if international usage is enabled (where applicable) and confirm you have sufficient funds and available limits. If declines persist, contact customer care.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14974", "timestamp": "2025-12-25T14:18:00", "year": 2025, "user_query": "Why is my account restricted?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a NIN slip for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14975", "timestamp": "2022-03-21T01:09:00", "year": 2022, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "NIN linkage may be completed through GTWorld/USSD for many customers. If verification fails, a branch visit may be required to validate your details.", "intent": "nin_linking"}
{"id": "gtb_cs_14976", "timestamp": "2025-05-14T05:47:00", "year": 2025, "user_query": "I did a transfer on GTWorld app and it failed. Why was I still debited?", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed within 48 hours. Keep your reference (TRX6377743640) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14977", "timestamp": "2025-12-29T21:22:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14978", "timestamp": "2025-02-03T00:43:00", "year": 2025, "user_query": "Can I link NIN without going to the branch?", "assistant_reply": "You can link your NIN via GTWorld or USSD (*737#) if the option is available for your profile. If you can’t find it, visit a branch with your NIN details for assistance.", "intent": "nin_linking"}
{"id": "gtb_cs_14979", "timestamp": "2025-05-22T11:15:00", "year": 2025, "user_query": "How do I block my card immediately?", "assistant_reply": "If you find your card after blocking, you may be able to unblock it in-app depending on your settings. If not, customer care can advise on the safest next step.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14980", "timestamp": "2025-02-16T19:25:00", "year": 2025, "user_query": "My account is on hold. How do I remove the restriction?", "assistant_reply": "Account restrictions can occur due to incomplete KYC, compliance reviews, or unusual activity triggers. Please visit a branch with a passport photograph for verification and resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14981", "timestamp": "2022-11-29T18:29:00", "year": 2022, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "You can activate your card by performing a PIN-based transaction at any GTBank ATM (e.g., balance inquiry/withdrawal), or follow the activation steps available in GTWorld if shown for your card profile.", "intent": "card_activation"}
{"id": "gtb_cs_14982", "timestamp": "2022-03-30T22:58:00", "year": 2022, "user_query": "I did a transfer on USSD *737# and it failed. Why was I still debited?", "assistant_reply": "Failed-transfer debits are usually auto-reversed within 48 hours. If it doesn’t reverse, share the reference (TRX7515694041) with customer care for tracking.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14983", "timestamp": "2023-02-14T05:40:00", "year": 2023, "user_query": "How can I get my bank statement?", "assistant_reply": "You can download your statement from GTWorld (Statements/Account History) or request one at a branch. For emailed statements, use the in-app request if available or visit a branch to set up delivery preferences.", "intent": "statement_request"}
{"id": "gtb_cs_14984", "timestamp": "2022-11-26T21:23:00", "year": 2022, "user_query": "How do I transfer money using *737#?", "assistant_reply": "If USSD fails, it may be due to network issues, line linkage, or temporary downtime. Try again later and ensure your registered phone number is active.", "intent": "ussd_help"}
{"id": "gtb_cs_14985", "timestamp": "2023-03-11T04:36:00", "year": 2023, "user_query": "My Visa debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14986", "timestamp": "2023-06-03T11:26:00", "year": 2023, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14987", "timestamp": "2024-03-09T19:57:00", "year": 2024, "user_query": "My debit card isn’t working online for international payments. What can I do?", "assistant_reply": "If your online foreign payment declines, ensure your card is active, your account has sufficient balance, and any required international usage setting is enabled. Customer care can help verify if any restrictions apply to your profile.", "intent": "usd_card_fx"}
{"id": "gtb_cs_14988", "timestamp": "2023-10-04T10:58:00", "year": 2023, "user_query": "I misplaced my card. How can I block or freeze it?", "assistant_reply": "If your card is missing, block/freeze it immediately via GTWorld (Card Management) if available, or contact customer care. You can request a replacement at a branch.", "intent": "card_block_unblock"}
{"id": "gtb_cs_14989", "timestamp": "2024-05-02T12:46:00", "year": 2024, "user_query": "How can I reset my GTWorld password?", "assistant_reply": "You can reset your password from the GTWorld login screen by selecting **Forgot Password** and completing the verification steps (OTP/BVN/NIN as applicable).", "intent": "password_reset"}
{"id": "gtb_cs_14990", "timestamp": "2022-10-05T00:11:00", "year": 2022, "user_query": "My transaction alerts stopped. What can I do?", "assistant_reply": "You can manage transaction alerts (SMS/email) through GTWorld settings (if available) or request alert activation at a branch. Ensure your phone number and email are up to date.", "intent": "debit_alerts"}
{"id": "gtb_cs_14991", "timestamp": "2024-03-01T03:26:00", "year": 2024, "user_query": "My account was debited for a transfer but the beneficiary didn’t receive it. What next? Ref: TRX8592972840", "assistant_reply": "If your transfer failed but you were debited, the transaction is typically reversed by the next business day. Keep your reference (TRX8592972840) and check your account history. If not reversed after the stated time, contact support with the reference and amount.", "intent": "failed_transfer_debit"}
{"id": "gtb_cs_14992", "timestamp": "2023-03-25T08:11:00", "year": 2023, "user_query": "How do I transfer money using *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14993", "timestamp": "2024-06-24T14:54:00", "year": 2024, "user_query": "How do I update my BVN details with GTBank?", "assistant_reply": "To resolve BVN issues, confirm your BVN details and update your profile at a branch. Once updated, retry the verification on GTWorld.", "intent": "bvn_issues"}
{"id": "gtb_cs_14994", "timestamp": "2023-03-16T23:07:00", "year": 2023, "user_query": "My new card isn’t working. How can I activate it?", "assistant_reply": "For first-time use, activate your card at an ATM with your PIN. If activation fails, confirm your PIN setup and try again or visit a branch.", "intent": "card_activation"}
{"id": "gtb_cs_14995", "timestamp": "2024-06-07T08:41:00", "year": 2024, "user_query": "I can’t do transfers—account restricted. What’s causing this?", "assistant_reply": "To lift restrictions, confirm your KYC details and provide required documents at a branch. If you received a message, bring it along for faster resolution.", "intent": "account_restriction"}
{"id": "gtb_cs_14996", "timestamp": "2022-03-01T20:25:00", "year": 2022, "user_query": "I added a beneficiary but it won’t save. What can I do?", "assistant_reply": "Beneficiary updates can fail due to network issues or temporary service downtime. Try again after reconnecting, and ensure your app is updated. If the issue persists, contact support.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_14997", "timestamp": "2024-07-19T11:46:00", "year": 2024, "user_query": "What documents do I need to open an account?", "assistant_reply": "You may open an account digitally and later upgrade your KYC at a branch if required. Ensure your details match your BVN/NIN records for smooth verification.", "intent": "account_opening"}
{"id": "gtb_cs_14998", "timestamp": "2022-04-08T02:33:00", "year": 2022, "user_query": "What is the code to check my balance on *737#?", "assistant_reply": "USSD services are available via *737#. You can check balance, transfer, and pay bills from the menu. If USSD isn’t working, confirm your line is linked to your account and that your mobile network is available.", "intent": "ussd_help"}
{"id": "gtb_cs_14999", "timestamp": "2023-11-15T15:42:00", "year": 2023, "user_query": "My beneficiary list is not showing. Is the service down?", "assistant_reply": "If you can’t manage beneficiaries, update the app, clear cache, and retry. Persistent issues may require support assistance for your profile.", "intent": "beneficiary_issues"}
{"id": "gtb_cs_15000", "timestamp": "2025-12-25T03:47:00", "year": 2025, "user_query": "What is my daily transfer limit?", "assistant_reply": "Transfer limits depend on your account profile and KYC status (KYC Level 1). You can view your current limit in GTWorld or request an update via a branch, subject to security checks.", "intent": "transfer_limits"}