Accra, Ghana – Digital fraud and card-related disputes emerged as the leading banking complaints in Ghana during 2025, according to the Bank of Ghana’s (BoG) latest Annual Report, highlighting growing concerns over the security of digital financial services.
The report revealed that the central bank received 845 complaints from bank customers and members of the public throughout the year, representing an increase of nearly 14 percent compared to the number recorded in 2024.
According to the BoG, digital fraud—including unauthorized electronic transactions, phishing scams, and mobile banking fraud—accounted for the largest share of complaints. Card-related issues such as failed ATM withdrawals, disputed transactions, and unauthorized card payments also featured prominently.
Beyond fraud-related cases, customers reported concerns over unauthorized loan applications, delays in processing banking instructions, difficulties in accessing matured investments, unauthorized account debits, and other loan servicing issues.
Despite the increase in complaints, the central bank indicated that it successfully resolved 681 cases, representing a resolution rate of 80.6 percent. The BoG noted that banks have strengthened their internal complaints-handling procedures and customer protection mechanisms, contributing to the high resolution rate.
The report further stated that the Bank of Ghana continues to work closely with financial institutions to improve consumer confidence through enhanced regulatory oversight, stronger cybersecurity measures, and improved dispute resolution frameworks.
Financial analysts say the findings underscore the rapid growth of digital banking in Ghana and the need for customers to remain vigilant against cybercrime. They have urged banks to invest further in fraud detection systems while encouraging customers to safeguard their personal banking information and promptly report suspicious transactions.
The Bank of Ghana reaffirmed its commitment to promoting a safe, secure, and resilient financial sector, urging both financial institutions and customers to play active roles in combating digital fraud and protecting the integrity of Ghana’s banking system.
