CUTS Urges BoG to Tackle Unfair ATM Charges Amid Growing Consumer Backlash

Policy think tank CUTS International Accra is calling on the Bank of Ghana (BoG) to urgently intervene in what it describes as an increasingly exploitative ATM fee structure that is penalizing Ghanaian consumers for system failures beyond their control.

While ATMs were initially hailed as a transformative tool for 24/7 banking and branch decongestion, CUTS says that inconsistent service delivery, hidden charges, and limited accountability are eroding public trust in Ghana’s digital banking promise.

“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,” said Appiah Kusi Adomako, West Africa Regional Director for CUTS International Accra.

These sentiments are backed by findings from the newly released 2025 State of the Ghanaian Consumer Report, which surveyed 1,795 people across 10 regions. A staggering 71% of respondents had encountered ATM issues ranging from power outages to technical faults and cash shortages within the past three months. Of this number, 44% were forced to use third-party ATMs, and 68% of them reported not being informed about the extra fees they would be charged until after the transaction.

In many developed banking systems, ATM users are informed of fees before completing a transaction. But in Ghana, many consumers only discover they’ve been charged through a debit alert or monthly statements.

“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,” Adomako emphasized.

CUTS argues that the current system shifts operational burdens from banks onto customers, even though ATMs significantly reduce banks’ own staffing and branch costs. Instead of passing those savings on, banks often impose card maintenance fees or per-transaction charges even on their own ATM users.

“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 noted.

Beyond data, the consumer advocacy group shared several firsthand accounts from its focus group discussions. Many Ghanaians describe spending time and money hopping between ATMs only to find “Out of Service” signs, then having to use another bank’s ATM and getting hit with unexpected fees.

CUTS Proposes Four Key Reforms

In response, CUTS International is calling on the BoG to enact decisive reforms aimed at restoring fairness and transparency in ATM services. The group recommends;

Free third-party withdrawals per month to shield consumers from charges when their bank’s ATMs are unavailable.

Abolishment of monthly maintenance fees, particularly for users who primarily access their own bank’s machines.

Mandatory fee disclosures before final confirmation, in line with the BoG’s own Consumer Protection Directives.

Penalties for downtimes, including fines or compensation for customers when banks fail to maintain reliable service.

“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.” Adomako concluded.

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