Pierre S

Master’s Office Marshalltown – Lost file, endless delays, and unacceptable treatment

I am lodging this complaint after months of frustration trying to resolve a simple estate amendment at the Master’s Office in Marshalltown, Johannesburg. After my mother passed away, I had to take over as the responsible person for my late father’s estate. Since December 2025, I have made multiple trips to this office, only to be turned away repeatedly. I was first told amendments were closed and to return in January 2026. When I did, I was again told to come back the following week. On my next visit, I was informed that my father’s file is not even on the system and has to be manually located, along with many other files reportedly “lost” dating back to 2014. I was promised feedback within a week. After two weeks with no response, I had to follow up myself before any progress was made. On 18 March 2026, while I was finally being assisted by an official, a fire drill was activated and everyone had to evacuate. After the drill, I returned to continue the process. While I was already seated and being assisted, a security guard stormed in and aggressively instructed me to leave the office until all staff had returned. This was not only unprofessional but directly prevented me from completing an active administrative process. The overall experience at this office is deeply concerning: - Members of the public are made to wait outside in the street in the mornings - No access to basic facilities like toilets while waiting - Long delays just to receive a ticket number - Hours of waiting before any assistance is provided - No proper parking, creating additional risk and inconvenience - Repeated disruption to my work, requiring time off just to attempt basic service This level of service is unacceptable. Citizens dealing with deceased estates—already a difficult and sensitive process—are being treated in a manner that is disrespectful and degrading. I will also be escalating this matter further. I expect accountability and improvement in how members of the public are treated at this office.