CUTS urges BoG to end hidden ATM fees

Consumer advocacy group CUTS International Accra has called on the Bank of Ghana (BoG) to eliminate unfair ATM charges and enforce stricter transparency rules, as more Ghanaians face hidden fees during cash withdrawals.

In a press statement, CUTS said the growing reliance on Automated Teller Machines (ATMs) is being undermined by poor service and unclear charges. When machines are broken or out of cash, consumers are often forced to use third-party ATMs and unknowingly pay additional fees.

“It’s deeply unfair to charge people for using another bank’s ATM when their own bank’s machine is out of service. Consumers shouldn’t be punished for problems they didn’t cause,” said Appiah Kusi Adomako, West Africa Regional Director of CUTS.

Findings from CUTS’ 2025 State of the Ghanaian Consumer report, based on a survey of 1,795 people, revealed that:

71% experienced ATM issues in the past three months.

68% who used other banks’ ATMs were not informed of extra charges before confirming transactions.

Most users only discovered these fees through debit alerts or monthly statements, contrary to the BoG’s own Consumer Protection Directives, which require clear fee disclosures.

“You’re already stressed because your bank’s ATM isn’t working, then you get hit with a charge for accessing your own money elsewhere. It feels like punishment,” one consumer said during a CUTS focus group.

CUTS’ Key Demands to BoG

To restore trust and fairness, CUTS is pushing the Bank of Ghana to:

1. Allow up to four free third-party ATM withdrawals monthly.
2. Scrap ATM maintenance fees.
3. Mandate on-screen fee disclosures before every transaction.
4. Sanction banks with poor ATM service uptime.

“Digital banking should represent convenience, affordability, and trust, not hidden costs,” Adomako emphasized.