CUTS International Accra, a prominent economic policy think tank, is calling on the Bank of Ghana to take urgent action against what it describes as unfair and excessive ATM charges that are placing an undue burden on consumers.

Appiah Kusi Adomako, the West Africa Regional Director of CUTS International, voiced concern over the rising number of consumers forced to pay extra fees when using ATMs owned by banks other than their own. These fees often occur when a consumer's own bank’s ATM is either out of service or has run out of cash—situations entirely outside the customer’s control.

“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,” Adomako stated. “Consumers shouldn’t be penalized for problems they didn’t create.”

A recent survey conducted by CUTS highlights the scope of the problem. The findings reveal that 71% of respondents have faced ATM-related issues, including technical malfunctions and cash shortages.

The study also uncovered a lack of transparency around ATM charges. Many consumers reported being unaware of additional fees until after completing their transactions—an apparent breach of the Bank of Ghana’s Consumer Protection Directives, which require clear communication of all fees in advance.

“Banks have a responsibility to be upfront about costs,” Adomako emphasized. “Every Ghanaian deserves to know exactly what they're being charged for when they use an ATM.”

He further pointed out that while banks enjoy cost savings from ATM operations, these benefits are rarely shared with customers, who continue to bear the brunt of fees.

CUTS International is urging regulators to enforce existing consumer protection laws more strictly and to push for greater transparency and fairness in banking practices, particularly around ATM usage.