CUTS International Accra, a research and policy think tank, is calling on the Bank of Ghana (BoG) to address the growing burden of excessive ATM fees that unfairly penalize consumers across the country. Introduced as a cornerstone of modern banking, Automated Teller Machines (ATMs) promised Ghanaians 24-hour access to their funds and reduced congestion in banking halls. However, unreliable services and hidden charges are undermining these benefits, prompting urgent calls for reform.

Appiah Kusi Adomako, West Africa Regional Director for CUTS International Accra, voiced the frustration of many Ghanaians, saying, “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.”

This sentiment is backed by the 2025 State of the Ghanaian Consumer report, a comprehensive study by CUTS that surveyed 1,795 consumers across  the10 regions. The findings paint a troubling picture: 71 percent of respondents encountered ATM-related issues in the past three months, including technical glitches, power outages, or cash shortages. Of these, 44 percent were forced to use third-party ATMs, with 68 percent reporting they were not informed of additional fees before completing their transactions.

The lack of transparency in fee disclosures is a major grievance. In advanced financial systems, ATMs typically display charges before a transaction is approved, allowing users to make informed decisions. In Ghana, however, many consumers only discover fees through debit alerts or bank statements, a practice that violates the BoG’s Consumer Protection Directives. Adomako emphasized, “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.”

The financial burden of ATM fees is particularly unjust given the operational savings banks enjoy. ATMs reduce the need for human tellers and ease pressure on physical branches, significantly cutting costs for financial institutions. Yet, these savings are rarely passed on to consumers, who face monthly maintenance fees or per-transaction charges, even when using their own bank’s machines. Adomako noted, “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.”

Personal stories reflect the broader data. Many Ghanaians recount visiting multiple ATMs only to find “Out of Order” signs, forcing them to use third-party machines and incur unexpected fees. Focus group discussions conducted by CUTS revealed consistent frustration with long queues, frequent downtimes, and undisclosed charges. One participant shared, “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.”

CUTS International Accra welcomes the BoG’s recent commitment to review ATM charges but urges swift and decisive action. The organization proposes four key reforms to protect consumers and restore fairness:

1. Free Third-Party ATM Withdrawals: Mandate up to four free third-party ATM withdrawals per month to shield consumers from fees when their bank’s machines are unavailable.
2. Eliminate ATM Maintenance Fees: Phase out monthly ATM card maintenance fees, particularly for customers who use their bank’s ATMs exclusively, aligning Ghana with global best practices.
3. Mandatory Fee Disclosure: Require all ATMs to clearly display fees before transactions are completed, empowering consumers with transparency.
4. Penalties for Downtime: Enforce minimum ATM uptime standards, with regulatory penalties or customer compensation for banks that fail to maintain reliable services.

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.”