Most Ghanaians encounter ATM difficulties, says CUTS International survey

A recent survey of 1,795 consumers across Ghana’s 10 regions has revealed widespread problems with Automated Teller Machines (ATMs), prompting CUTS International to call on the Bank of Ghana (BoG) for urgent regulatory intervention.

According to the 2025 State of the Ghanaian Consumer report by CUTS, 71 per cent of respondents experienced ATM-related issues over the past three months. These problems included technical malfunctions, power outages, and cash shortages. Among those affected, 44 per cent had to use ATMs operated by other banks, with 68 per cent of them reporting they were not informed of additional charges prior to completing their transactions.

The report identifies a lack of transparency in ATM fee disclosures, which contravenes the BoG’s Consumer Protection Directives. In many cases, fees were only discovered through debit alerts or bank statements rather than being displayed on-screen during transactions.

CUTS notes that while ATMs have reduced operational costs for banks by decreasing reliance on physical branches and human tellers, these efficiencies have not translated into cost savings for consumers. Instead, users often face ATM maintenance charges and per-transaction fees—even when using their own bank’s machines.

Focus group discussions conducted alongside the survey revealed consistent dissatisfaction with ATM availability and fee transparency. Consumers reported frequent downtimes, long queues, and a lack of information about charges when using third-party ATMs.

In response, CUTS has proposed four key reforms:

• Allow up to four free third-party ATM withdrawals per month.

• Scrap monthly ATM card maintenance fees for customers who primarily use their own bank’s ATMs.

• Mandate on-screen display of all applicable fees before transaction completion.

• Establish and enforce minimum ATM uptime standards, including penalties or compensation for non-compliance.

The Bank of Ghana has announced plans to review ATM charges. CUTS is urging prompt implementation of reforms to enhance transparency and ensure fair treatment of consumers within the banking sector.