SASSA and Postbank must do better for vulnerable residents

Minister Londt engaging with beneficiaries.

Although the South African Social Security Agency (SASSA) is a national entity and the Western Cape Government has no mandate over it, we have continued to be inundated with queries and complaints from grant beneficiaries across the province.

These residents want answers about the migration from the SASSA Gold Cards to the Postbank Black Cards. This follows SASSA and Postbank’s announcement on 7 February 2025 that beneficiaries have until 28 February 2025 to switch cards. From 1 March 2025 beneficiaries will be unable to access their SASSA grant payments with their gold cards.

After discovering flaws in the process – like the lack of sites for the replacement of cards for beneficiaries living in rural areas in the Western Cape – we have been engaging with SASSA. We are doing this for vulnerable residents who are dependent on these grants, and who simply cannot afford a situation where they are unable to access their funds. 

We are doing it for all those who are looking to us for answers that should be forthcoming from SASSA, Postbank, and the National Department of Social Development.

SASSA’s regional management referred us to Postbank. We have subsequently reached out to Postbank, posing the following questions:

• Why are the majority of card replacement sites located in the Cape Town Metro, with only a few additional sites in Caledon, Vredenburg, George, and Paarl?   What plans are in place to assist residents in municipalities who are located far from these designated locations before the cut-off date for the transition?
• How many beneficiaries still need to migrate from SASSA Gold Cards to Postbank Black Cards? Additionally, is this data available per municipality and can it be provided on a regular basis?
• Concerns have been raised regarding the lack of trained personnel to effectively oversee the migration process. If this is the case, what steps is Postbank taking to address this issue?
• We are happy to help communicate information to beneficiaries to lessen the anxiety and confusion. Are there any other ways in which we can assist?

We are still waiting for a response from Postbank.

Today I visited the Postbank site at a shopping centre in Paarl. On Monday, there were chaotic scenes as Postbank staff member who needed to do the card replacements were not there, leaving beneficiaries in limbo. On Tuesday, the office only opened after 1pm. This is unacceptable! The deadline for the expiration of the gold cards is looming and yet the service provider seems to lack any sense of urgency.

There was a long line of grant beneficiaries, some having traveled as far as Citrusdal and Gordon’s Bay because there were either no Postbank sites in their areas, or there were constant challenges with the system.

One woman from Citrusdal said she spent R400 on a taxi to get to Paarl, “We don’t have any other options. My boss is not happy, but this was the closest place we could go.”

We asked people why they do not opt to have their SASSA grants paid into their bank accounts, as SASSA has continuously encouraged over the years. Many said this is simply not an option they will consider.

A 73-year-old Old Age grant recipient from Paarl said, “I think SASSA must give more time for the replacement of cards. This is my fourth time trying to replace my Gold Card. But I won’t do banks because of the bank charges. It also takes too long getting those details changed at a SASSA office.”

SASSA informed us that there are Postbank sites in Vredenburg and Caledon, but we have received reports that these are not operational. At the Vredenburg site, Postbank Black Cards have apparently been there for weeks, but no agents in sight to administer the cards.

Vulnerable residents cannot be ignored. As the Western Cape Government, we will continue applying pressure on SASSA and Postbank to do right by their clients who depend on these grants for their survival.

I will also be raising this issue during a meeting with the National Minister of Social Development and MECs from other provinces.

Audio from grant beneficiaries who spoke to Minister Londt.