CUTS International Urges Bank of Ghana to End Unfair ATM Charges, Hidden Fees

Research and policy think tank CUTS International Accra has issued a strong call for the Bank of Ghana (BoG) to address what it describes as exploitative and unjustified charges imposed on consumers for using Automated Teller Machines (ATMs).

In its newly released 2025 State of the Ghanaian Consumer report, CUTS reveals that 71% of consumers surveyed in the past three months faced ATM-related problems, including broken machines, power outages, and empty cash dispensers. Nearly half of these consumers had no choice but to use third-party ATMs — often without knowing about additional fees until they saw their bank alerts or statements.

“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,” said Appiah Kusi Adomako, West Africa Regional Director for CUTS. “Consumers shouldn’t pay for problems they didn’t create.”

Widespread Hidden Fees and Service Failures

The national survey, covering 1,795 respondents across all ten regions, highlights serious gaps in transparency and service standards:

• 68% of consumers were unaware of third-party ATM fees before making transactions, violating the BoG’s Consumer Protection Directives that require upfront disclosure of charges.

• Many shared frustrations over long queues, non-functional machines, and being unfairly charged for third-party withdrawals during such downtimes.

One consumer reflected:

“You’re already stressed because your bank’s ATM isn’t working, and then you get hit with a fee for going elsewhere. It feels like punishment.”

CUTS’ Proposed Reforms

To restore fairness, CUTS has outlined four key reforms it says the BoG must implement urgently:

• Free third-party ATM withdrawals: Up to four free transactions per month when a customer’s own bank ATM is unavailable.

• End monthly ATM card maintenance fees for customers using only their bank’s ATMs.

• Mandatory fee disclosure at all ATMs before transactions are confirmed.

• Enforce ATM uptime standards and penalise banks that fail to provide consistent service.

“Digital banking should empower consumers, not frustrate them,” Adomako emphasized. “If Ghana is serious about financial inclusion and modernisation, then we must start by making ATMs work for the people — not against them.”

BoG’s Next Steps

While the Bank of Ghana has indicated plans to review ATM fees, CUTS insists that bold, immediate action is needed to protect millions of Ghanaian consumers from hidden charges and poor service delivery.