Looming deadline to upgrade SASSA cards frustrates beneficiaries

Elderly South Africans are frustrated about upgrading from the SASSA gold card to the Postbank black card, citing poor communication, long queues, and a lack of support.

Many beneficiaries only learnt about the change through word of mouth or rumours, highlighting a serious gap in official communication.

This comes after the SASSA extended the deadline for the card swap from February 28 to March 20.

ALSO READ: SASSA gold cards to expire on February 28

The announcement was made on February 14 by ministers Solly Malatsi (Communications and Digital Technologies) and Nokuzola Tolashe (Social Development) in a joint statement.

Theresa Dormehl, who accompanied an elderly couple to upgrade their cards, described the experience as “disturbing.”

“We first went to the Edenvale Post Office, but they directed us to Pick n Pay East Rand Mall.

“When we arrived, we found an extremely long queue and had to wait for hours before being assisted,” Dormehl said.

She noted that many elderly, some in their 80s, had to stand for hours without proper seating or help.

“There are too few locations available for the upgrade, making it extremely difficult for many to access the service,” she added.

Monya van der Merwe, a concerned resident, shared similar frustrations, saying her mother only got help after several failed attempts.

“People arrive as early as 04:00 to queue, but when the doors open at 07:00, the officials only show up after 09:00. The system is failing the elderly, forcing them to endure exhaustion, dehydration and hunger,” she said.

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Van der Merwe also criticised the government’s inefficiency, noting that despite the deadline extension, little was done to improve the process.

“The system is outdated, and there is no real progress in business processes, even in 2025. Our elderly citizens deserve better treatment, not just attention during elections,” she added.

Ann Downward, a SASSA beneficiary, only found out about the card upgrade from her landlord because she never received any official notification.

“The SASSA has our contact details. Why aren’t they sending SMS notifications?

“By the deadline, many won’t even know they need to switch cards, and they might miss their grant payments,” she said.

She also highlighted the difficulty of reaching the upgrade locations, noting that in the entire Ekurhuleni region, only three sites were available – the East Rand and Lakeside malls and Pick n Pay Thembisa.

“I arrived at the mall at 09:00, and at 17:00, I was told to return the next day. I refused to leave. Many people spend money on transport or petrol just to be turned away after hours of waiting,” she said.

Despite visiting their offices last September, Downward also struggled to change her banking details with the SASSA.

Her grant payments are still deposited into her old account, exposing systemic failures in SASSA’s services.
Malatsi and Tolashe acknowledged the beneficiaries’ concerns, saying the deadline extension would ease the transition.

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“We strongly encourage beneficiaries to swap to the Postbank black card as soon as possible, well ahead of the March 20 deadline,” they urged.

The ministers reassured beneficiaries that grant payments would continue after the deadline. However, those who did not switch cards must visit their nearest Post Office to access their funds.

To improve the process, government departments are:
• increasing staff capacity;
• expanding the number of service points with retailers;
• deploying mobile offices to rural areas.
The ministers promised to monitor the situation and respond quickly to issues as they arise.

“The March 20 deadline is when the SASSA gold card will stop working, not the last day to apply for the new card. Beneficiaries can still apply for the Postbank black card after this date,” the ministers said.

Additionally, they are collaborating with community leaders and local authorities to improve awareness and assistance.

ALSO READ: Alternative forms of payments available – SASSA

“Ensuring a smooth transition for beneficiaries is our top priority, and we will keep the public informed regularly,” the statement concluded.

Despite government assurances, elderly beneficiaries continue struggling with poor service, long wait times, and poor communication. Many call for urgent improvements to prevent further hardship, especially for those in rural areas with limited access to information and support.