The deadline to switch from the South African Social Security Agency (Sassa) gold cards to new Postbank black cards has been extended but not before the process fed thousands of pensioners through a bureaucratic wringer.

Sassa's gold cards were set to expire at the end of this month, and if beneficiaries did not make the switch to the Postbank black card, they would not be able to receive their grants. On Friday February 14, Sassa said the deadline was extended to Thursday March 20, but pensioners fear that even with the extension it might not be enough time to make the change.

The process has been criticised for having too few service points with pensioners having to travel far - in many cases borrowing money for public transport - to reach one and then being turned away because of system errors or too few staff.

In a joint statement on Friday February 14, Communication and Digital Technologies Minister Solly Malatsi and Social Development Minister Nokuzola Tolashe said the extension was in response to the "deep concerns and frustrations of our social grant beneficiaries".

Beneficiaries unable to do the card switch by deadline would still get paid, but they would have to visit their nearest post office to get their money, they said.

Pensioner Aleweya Waggie, 72, from Belgravia, still does not have a new card. She spent three days last week between different sites in an effort to get the black card.

"I feel so miserable. I fought for freedom and I paid my taxes. What the government is doing to us is not right. I went to Checkers Hypermarket at N1 City on Tuesday (February 11). The queue was so long. Then on Wednesday, I went to Sassa in Athlone and people were queuing from Hazendal. On Thursday, I went to Shoprite Bellville, only to be turned away for a third time. I am at my wits’ end. I am struggling with my knees and heels and it has gone worse now from standing for so long.“

She doubts the deadline extension will help.

"I have no confidence in this system. The queues are so long, and you don't even see the queues moving. There are only two officials assisting hundreds of people in the queue. I was so shocked to see all the people. The sad part is that they treat us so badly."

Fatima David's, 66, from Grassy Park, finally got her card after visiting different sites.

"I had the most horrific experience trying to change to the black card. I went to Sassa in Wynberg, Boxer in Langa and Boxer in Mitchell's Plain, only to be told there are no more cards after standing in extremely long queues since 6am. I finally got my black card in Westridge.“

From left are, Shaheda van der Schyff, 64, Jasmina Davids, 68, Washiela Lakay, 71, Ghaironessa Holt, 75, Cassie Davids, 75, and Erna Houtzamer, 67. HAZEL ALLIES-HUSSELMAN

Abdurahman Sabodien, 75, from Belgravia, was among hundreds queueing outside Sassa last week. He said when political parties wanted voted, they were "quick to fetch you", but not this time.

"My wife and I were in Cape Town... She is wheelchair-bound. They didn't help us, saying they can only process 100 people a day. The government is not making this easy on us. People must spend money to get to the sites, only to be turned away. This is chaos, and it's heartbreaking. I worked as a bricklayer for many years. I helped to build this city. I don't even have the words for this.“

Lentegeur pensioner Nazeema Abrahams, 67, and her 70-year-old husband were among hundreds of social grant beneficiaries who stood in long queues outside the Boxer store in the Town Centre last week to swop their old cards

“There were hundreds of people already in the queue with only two people to assist the people, including the elderly that got to the Town Centre, which is a very scary place for a woman at 4am.

“When we got to Boxer, at 8am, the queue was already behind the bus terminus. We decided to go open a banking account and then submit it to Sassa, where there will also be a queue.”

Several grant recipients outside the Boxer store complained about the long waiting time in the sun and wind without any seats.

Many said they were returning to the store because they had not been helped previously.

Elizabeth Philander, of Tafelsig, said, on Wednesday February 12, that she and a friend had been trying to update their banking details to receive child support grants for a few months.

Ms Philander said she had been in the queue since 5am and that she had been told that only 150 people would be seen per day. She was number 110 in line.

“This is my fourth or fifth time coming for a new card. We were at Sassa offices last week and were told to come to Boxer for a new Postbank card. A few months ago, we opened a Standard Bank account and submitted our documents but never received any payments in our new accounts.

“Previous years, our children received free textbooks, but their schools do not issue free books anymore, so we need this money to cover these expenses.”

The following day, Thursday February 13, Ms Philander said she had once again gone home at end of the previous day without being helped.

Many desperate pensioners contacted Jeff Paulse, a community activist, and a pensioner himself, who approached Sassa on their behalf.

Mr Paulse made his home available for pensioners to open a bank account to receive their pension. News of his initiative spread quickly, and he was swamped with calls for help.

Said Mr Paulse: "I saw in the media what was happening with the pensioners standing in those long queues and having to go so far from their homes. I have a lot of seniors living in my community. I did something similar in 2021 after attending a public meeting.

"I met with the manager at the local Sassa office, and I told him about helping seniors opening bank accounts for their pensions. They couldn't form a partnership on this project, as they cannot be affiliated with a bank, but I was given the go-ahead. I will take the forms that the beneficiaries need to hand in at Sassa, as a collective and hand it over at the Sassa office."

By Monday February 17, more than 200 pensioners were assisted.

Said Mr Paulse: "This was done on an appointment basis, cause we wanted to avoid the long queues we have been seeing.

“I am doing all this voluntary, and I receive no commission from the bank. I am just happy to help the seniors who have to bear the brunt of poor government decisions. We couldn't find a venue, so we had to open our home. So many came to thank me. People helped me to put up gazebos and the Gift of the Givers was kind to donate cooked food and water for our seniors."

Erna Houtzamer, 67, said she was grateful for this service, saying, “Here we received the care and assistance the taxpayers of yesteryear deserve.”

Provincial Sassa spokesperson Shivani Wahab said all current Sassa gold cards beneficiaries should visit the nearest Postbank site, mainly located at retailers such as Shoprite, Pick n Pay, Usave and Boxer, to get their Postbank black card.

“Beneficiaries must take along their valid SA ID or a temporary ID as no card will be issued without these documents. The Postbank black cards are issued free of charge.

“Beneficiaries who receive their social grants through personal banking accounts are not affected by the change to the Postbank black card.”

Post Bank outlets

Social grant beneficiaries can visit the following sites to get their new free Postbank card: Boxer Langa, Mitchell's Plain and Phillipi; Checkers Meadowridge and Checkers Hyper Parow; Shoprite Adderley Street, Bayside Mall, Eerste River, George, Gugulethu, Khayelitsha, Paarl, Thembalethu (George) and Vredenburg; and Usave Bellville and Caledon.

For more information, contact Sassa’s toll free number at 0800 60 10 11.

Community activist Jeff Paulse speaks to consultant Charlene Jacobs, who came to assist pensioners open bank accounts Picture: HAZEL ALLIES-HUSSELMAN

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‘What the government is doing to us is not right’