CUTS International Accra, a prominent research and policy think tank, has called on the Bank of Ghana (BoG) to take immediate action against what it describes as excessive and unfair ATM charges affecting consumers across the country.
Automated Teller Machines (ATMs), once hailed as a breakthrough in providing round-the-clock access to cash and reducing congestion in banking halls, are now coming under scrutiny for hidden fees and poor service.
According to Appiah Kusi Adomako, West Africa Regional Director for CUTS International Accra, “It’s deeply unfair to charge people extra for using another bank’s ATM when their own bank’s machine is broken or out of cash. Consumers shouldn’t pay for problems they didn’t create.”
Findings from the 2025 State of the Ghanaian Consumer report a survey conducted across all 10 regions with 1,795 participants highlight the severity of the situation. Seventy-one percent of respondents reported encountering ATM-related problems in the previous three months, ranging from power outages and software errors to empty machines. As a result, 44 percent resorted to using third-party ATMs, with 68 percent stating they were not informed about additional charges before completing their transactions.
The lack of clear fee disclosures has emerged as a major complaint. In many other countries, ATMs display charges before a transaction proceeds. However, many Ghanaian users only learn of these deductions through debit alerts or monthly statements, a practice that conflicts with existing BoG Consumer Protection Directives.
Adomako stressed, “Banks have a responsibility to be upfront about costs. Every Ghanaian deserves to know exactly what they’re being charged for when they use an ATM.”
Despite banks benefiting from cost reductions brought by ATM usage — such as reduced need for bank staff and smaller foot traffic in banking halls — customers continue to bear rising service costs. “Banks benefit immensely from ATMs, but instead of rewarding customers with affordable services, they’re shifting costs onto them. This erodes trust in the banking system,” Adomako remarked.
Ghanaians from across the country shared their frustrations with CUTS during focus group sessions, many of them recounting multiple attempts to access cash only to face non-functional machines.
One participant lamented, “You’re already stressed because your bank’s ATM isn’t working, and then you get hit with a fee for accessing your own money from a different bank’s ATM. It feels like a punishment.”
While welcoming the Bank of Ghana’s recent pledge to review ATM charges, CUTS is advocating for swift, structural reforms to restore fairness and consumer confidence. Among their key proposals are a monthly allowance of four free third-party ATM withdrawals, elimination of monthly ATM maintenance fees especially for customers who only use their bank’s machines compulsory display of fees before transactions, and penalties for banks whose machines frequently go offline.
Adomako concluded, “The Bank of Ghana must adopt a consumer-first approach to ensure Ghanaians aren’t penalized for banking inefficiencies. Digital banking should mean convenience, affordability, and trust, not hidden costs.”
