Department of Home Affairs Reviews | 2.1 TrustIndex | Hellopeter

Department of Home Affairs Reviews | 2.1 TrustIndex | Hellopeter

Review Distribution

1.5|241 Reviews

Jul '25 - Jun '26

Frequently Asked Questions About Department of Home Affairs

What do customers say about Department of Home Affairs?

Based on recent customer reviews, the Department of Home Affairs is described as deeply frustrating for most citizens, with breakdowns across booking systems, document turnaround, and frontline conduct. A small minority report exceptional experiences at bank-based branches and a few standout offices, but the dominant pattern is one of long waits, lost applications, unanswered communication channels, and inconsistent staff treatment.

What are the most common complaints about Department of Home Affairs?

The most common complaint about Department of Home Affairs, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Phones go unanswered, the 0800 hotline holds for hours, emails to officials and the Minister's office bounce or are ignored. Citizens describe sending dozens of follow-ups with no acknowledgement, leaving them stranded with no escalation path.

Recent reviews (241)

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Popular mentions

smart ID no response online booking long queue system offline rude staff still waiting passport delay bank branch friendly service

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1 reviews | Active since Jan 2020

27 May 2026, 11:37

Pathetic service from DHA

I so wish there was a zero star. The serbicevis so pathetic, it's really such a No brainer to do booking and come wait for more than 2 hours. I mean for collection you wait for 3 hours. Can the Minister look into this. DHA has normalized this pathetic service. The effective and efficient queue is the cashier/ payment

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1 reviews | Active since Jan 2020

27 May 2026, 11:37

Pathetic service from DHA

I so wish there was a zero star. The serbicevis so pathetic, it's really such a No brainer to do booking and come wait for more than 2 hours. I mean for collection you wait for 3 hours. Can the Minister look into this. DHA has normalized this pathetic service. The effective and efficient queue is the cashier/ payment

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1 reviews | Active since Jan 2020

20 May 2026, 07:06

What the F is your backup plan when you system fail?

It amazes me that even in 2026 the department if home affairs cannot get thier it infrastructure to a reliable state that works reliably enough to serve people at 8 am most mornings. I mean if AI takes over looks like we all still have a job to stand in the que and get our legal documents that we are required to live with.

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1 reviews | Active since Jan 2020

20 May 2026, 07:06

What the F is your backup plan when you system fail?

It amazes me that even in 2026 the department if home affairs cannot get thier it infrastructure to a reliable state that works reliably enough to serve people at 8 am most mornings. I mean if AI takes over looks like we all still have a job to stand in the que and get our legal documents that we are required to live with.

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1 reviews | Active since Jan 2020

19 May 2026, 08:49

6 YEARS OF FAILURE!!!

**📣 FORMAL COMPLAINT: SIX YEARS OF FAILED SERVICE FROM HOME AFFAIRS** To the Department of Home Affairs, To the Regional Manager, To the Office of the Minister, I am writing this letter out of absolute frustration, exhaustion, and disbelief at the level of incompetence I have endured for **six years** while trying to complete a simple surname change. What should have been a straightforward administrative process has turned into a **six‑year nightmare** filled with: - endless queues, - offline systems, - contradictory instructions, - untrained staff, - unanswered calls, - ignored emails, - and a complete lack of accountability. Let me outline the facts clearly: --- ## **1️⃣ Six years of queues and “offline” excuses** I have stood in queues for hours — repeatedly — only to be told: **“We are offline.”** This has happened so many times that it is clear this is not an exception. It is the norm. --- ## **2️⃣ My marriage certificate was uploaded — yet my surname was NOT changed** Despite providing all required documents, including my marriage certificate, I was issued a **new ID with my old surname**. How does a department issue a new ID while ignoring the very document they uploaded? --- ## **3️⃣ I was told I “cannot change my surname because I am still married to my previous husband”** This is not only incorrect — it is **insulting**. I divorced in **2009**. I provided the **divorce decree**. Yet your system still reflects outdated, incorrect information. This is not my error. This is your system’s failure. --- ## **4️⃣ The online system is dysfunctional** I was instructed to complete the process online. This is impossible when: - OTPs arrive late or not at all, - the system times out, - appointments disappear, - and the platform fails to load. This is not a digital service — it is a digital obstacle course. --- ## **5️⃣ Calls and emails go unanswered** I have phoned repeatedly. No one answers. I have emailed repeatedly. No one responds. A national department cannot operate like this. --- ## **6️⃣ Today’s appointment was the final insult** I finally secured an appointment for **10:00 today**. When I arrived: - I was told I needed to print the appointment confirmation — despite the fact that **everything is supposed to be on your system**. - I was then told I “cannot be found on the system” — even though I have an ID and a passport. - I was sent to another staff member who could not operate the tablet and eventually told me to “go home and try online again.” After six years of trying, this is the level of service I received. --- # **📌 This is not acceptable. Not for me. Not for any South African.** I am not asking for special treatment. I am asking for **basic competence**. I am asking for: 1. **Immediate correction of my surname** 2. **Immediate update of my marital status** 3. **Immediate confirmation of my application status** 4. **A senior official to take ownership of this case** 5. **A written explanation for the repeated failures of your systems and staff** I have been patient for six years. That patience is gone. This is not just my story — this is the story of thousands of South Africans who are failed daily by a department that is supposed to serve them. I expect a response. I expect accountability. And I expect action. **Enough is enough.** ---

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1 reviews | Active since Jan 2020

19 May 2026, 08:49

6 YEARS OF FAILURE!!!

**📣 FORMAL COMPLAINT: SIX YEARS OF FAILED SERVICE FROM HOME AFFAIRS** To the Department of Home Affairs, To the Regional Manager, To the Office of the Minister, I am writing this letter out of absolute frustration, exhaustion, and disbelief at the level of incompetence I have endured for **six years** while trying to complete a simple surname change. What should have been a straightforward administrative process has turned into a **six‑year nightmare** filled with: - endless queues, - offline systems, - contradictory instructions, - untrained staff, - unanswered calls, - ignored emails, - and a complete lack of accountability. Let me outline the facts clearly: --- ## **1️⃣ Six years of queues and “offline” excuses** I have stood in queues for hours — repeatedly — only to be told: **“We are offline.”** This has happened so many times that it is clear this is not an exception. It is the norm. --- ## **2️⃣ My marriage certificate was uploaded — yet my surname was NOT changed** Despite providing all required documents, including my marriage certificate, I was issued a **new ID with my old surname**. How does a department issue a new ID while ignoring the very document they uploaded? --- ## **3️⃣ I was told I “cannot change my surname because I am still married to my previous husband”** This is not only incorrect — it is **insulting**. I divorced in **2009**. I provided the **divorce decree**. Yet your system still reflects outdated, incorrect information. This is not my error. This is your system’s failure. --- ## **4️⃣ The online system is dysfunctional** I was instructed to complete the process online. This is impossible when: - OTPs arrive late or not at all, - the system times out, - appointments disappear, - and the platform fails to load. This is not a digital service — it is a digital obstacle course. --- ## **5️⃣ Calls and emails go unanswered** I have phoned repeatedly. No one answers. I have emailed repeatedly. No one responds. A national department cannot operate like this. --- ## **6️⃣ Today’s appointment was the final insult** I finally secured an appointment for **10:00 today**. When I arrived: - I was told I needed to print the appointment confirmation — despite the fact that **everything is supposed to be on your system**. - I was then told I “cannot be found on the system” — even though I have an ID and a passport. - I was sent to another staff member who could not operate the tablet and eventually told me to “go home and try online again.” After six years of trying, this is the level of service I received. --- # **📌 This is not acceptable. Not for me. Not for any South African.** I am not asking for special treatment. I am asking for **basic competence**. I am asking for: 1. **Immediate correction of my surname** 2. **Immediate update of my marital status** 3. **Immediate confirmation of my application status** 4. **A senior official to take ownership of this case** 5. **A written explanation for the repeated failures of your systems and staff** I have been patient for six years. That patience is gone. This is not just my story — this is the story of thousands of South Africans who are failed daily by a department that is supposed to serve them. I expect a response. I expect accountability. And I expect action. **Enough is enough.** ---

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1 reviews | Active since Jan 2020

18 May 2026, 13:45

Pathetic service at Home Affairs Cornubia

I had a booking for the 25th of september 2025 when i got to home affairs Cornubia they were offline we waited for the staff to reshedule a date and they gave me 01 october 2025.I went on the 01st of October along with my husband who had the same date and we did our biometrics and photos.they said my id will be ready between 4 to 9 weeks I still did not recieve my id as yet it is now 7 months i want answers and i want them now.My Husband recieved his sms a week later to collect his id.and my friend that booked after me all recieved there ids.this is pathetic to wait 7 months with no feedback.neither is there any contact number to get hold of them.if they cant give me my id they must give me another date or refund my money.

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1 reviews | Active since Jan 2020

18 May 2026, 13:45

Pathetic service at Home Affairs Cornubia

I had a booking for the 25th of september 2025 when i got to home affairs Cornubia they were offline we waited for the staff to reshedule a date and they gave me 01 october 2025.I went on the 01st of October along with my husband who had the same date and we did our biometrics and photos.they said my id will be ready between 4 to 9 weeks I still did not recieve my id as yet it is now 7 months i want answers and i want them now.My Husband recieved his sms a week later to collect his id.and my friend that booked after me all recieved there ids.this is pathetic to wait 7 months with no feedback.neither is there any contact number to get hold of them.if they cant give me my id they must give me another date or refund my money.

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1 reviews | Active since Jan 2020

14 May 2026, 23:14

Stupid outdated rules

Krugersdorp home affairs refuses to assist me to change my surname siting departmental regulations . My mother married my stepfather when I was a tiny child and he was the only father I ever knew. Now rhet he has passed away I want to adopt his surname in honour of him but the department of home affairs refuses stating that a living family member must accompany me to agree . My father had only one sibling and she is also dead. So home affairs refuses to assist. Only my mother and half brother remain but they live in Belgium. I want to change my surname and this stupid archaic regulation is so stupid and outdated . I am highly disgusted at their lack of empathy.

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1 reviews | Active since Jan 2020

14 May 2026, 23:14

Stupid outdated rules

Krugersdorp home affairs refuses to assist me to change my surname siting departmental regulations . My mother married my stepfather when I was a tiny child and he was the only father I ever knew. Now rhet he has passed away I want to adopt his surname in honour of him but the department of home affairs refuses stating that a living family member must accompany me to agree . My father had only one sibling and she is also dead. So home affairs refuses to assist. Only my mother and half brother remain but they live in Belgium. I want to change my surname and this stupid archaic regulation is so stupid and outdated . I am highly disgusted at their lack of empathy.

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1 reviews | Active since Jan 2020

14 May 2026, 16:31

Siyancuma Douglas Home affairs.

I was at Douglas department of home affairs and I had exceptional service. They helped me instantly and I received 10/10 friendly support.

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1 reviews | Active since Jan 2020

14 May 2026, 16:31

Siyancuma Douglas Home affairs.

I was at Douglas department of home affairs and I had exceptional service. They helped me instantly and I received 10/10 friendly support.

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1 reviews | Active since Jan 2020

13 May 2026, 17:46

Disappointed service delivery

I app**** for my card ID end of april 2025. There are 3 people i know that have received theirs, one that was with me and 2 others a month after me and they all received their ID's. Ive been back and forth with home affairs, calling and then had to go in, as i could not get through via the phone. Same story each time, "we'll call you/notify you". Till this day have not received any word as to the progress. All they can tell me is its been sent to the it department. Its almost time to vote and this is the system, we are having to deal with still. If i had known, this was the struggle, i would rather have done to the normal home affairs, instesd of going through online booking.

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1 reviews | Active since Jan 2020

13 May 2026, 17:46

Disappointed service delivery

I app**** for my card ID end of april 2025. There are 3 people i know that have received theirs, one that was with me and 2 others a month after me and they all received their ID's. Ive been back and forth with home affairs, calling and then had to go in, as i could not get through via the phone. Same story each time, "we'll call you/notify you". Till this day have not received any word as to the progress. All they can tell me is its been sent to the it department. Its almost time to vote and this is the system, we are having to deal with still. If i had known, this was the struggle, i would rather have done to the normal home affairs, instesd of going through online booking.

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1 reviews | Active since Jan 2020

12 May 2026, 09:49

Need help with ID document that is stuck for over 3 months at Home Affairs 3

Hi i need help with my childs ID application, my wife took my children for their id docs on the 29th of Jan 2026, they are twins, one id came back, but we have been going from pillar to post looking for help with the other id, we sent emails, calls, wtsapp messages sms to get help with this matter since it has been 3 months now and we do not know where to turn anymore, my wife went to the Discovery bank home affairs branch in Sandton, and all we keep getting is that the application is stuck but no resolution, if anyone can pls advise on where to go to resolve this matter i would greatly appriciate it, the children need their id for the matric exam this year, Desparate for help. Thanks Nathan

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1 reviews | Active since Jan 2020

12 May 2026, 09:49

Need help with ID document that is stuck for over 3 months at Home Affairs 3

Hi i need help with my childs ID application, my wife took my children for their id docs on the 29th of Jan 2026, they are twins, one id came back, but we have been going from pillar to post looking for help with the other id, we sent emails, calls, wtsapp messages sms to get help with this matter since it has been 3 months now and we do not know where to turn anymore, my wife went to the Discovery bank home affairs branch in Sandton, and all we keep getting is that the application is stuck but no resolution, if anyone can pls advise on where to go to resolve this matter i would greatly appriciate it, the children need their id for the matric exam this year, Desparate for help. Thanks Nathan

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