Understanding the root causes of SASSA grant delays in 2025

Many beneficiaries are grappling with delayed SASSA payments due to stricter verification measures. The agency intensified its checks to combat fraud, especially after revelations of widespread misuse of ID numbers for SRD grants.

This has led to routine income screenings and biometric verifications, which stall payments for applicants even after approval. In some cases, around 210,000 grants were postponed due to “hidden income” issues detected during these reviews.

Another disruption arose when old SASSA gold cards were phased out, and a new Postbank black card was introduced. Many beneficiaries found themselves confused or unsupported during the transition, especially in rural areas with limited access points. This change, combined with technological glitches in SASSA’s IT systems, led to payments being postponed, cards malfunctioning, and grants being paid to deceased individuals.

Systemic Breakdown: Helpline Frustrations and Beneficiary Distress

As part of its processes, SASSA requires beneficiaries to rectify issues via its helpline (0800 60 10 11). However, the call center has been overwhelmed by long wait times, dropped calls, and no resolution—leaving seniors and the disabled often helpless. Many report being placed on “identity verification” status, with no clear guidance or timelines for resolution.

One pensioner described being told to wait “three hours on hold” only to be advised to visit an office 50 km away. Another recalled that a family of disabled children couldn’t access funds due to simple administrative delays on the helpline.

 This has amplified distress, as beneficiaries rely on these funds for basic needs such as food, medication, and utilities, and often lack alternatives during waiting periods.

Fraud Prevention Measures vs. Legitimate Claimants

SASSA’s crackdown on fraud is understandable but has yielded collateral damage to honest recipients. Scammers exploit the system by using others’ ID numbers and phone numbers to siphon SRD payouts, and then rely on OTP approvals to fund account withdrawals.

 In many suspected cases, verified beneficiaries must go through additional layers of authentication—like biometric checks—that delay their own payments.

Black Sash’s Thandi Henkeman stressed that while fraud needs to be addressed, the primary responsibility to ensure timely payments still lies with the Department of Social Development. This reflects growing frustration among advocacy groups that procedural safeguards are overshadowing the needs of vulnerable citizens.

Infrastructure Transition: Postbank’s Role in the Payment Crisis

In 2024–25, SASSA shifted from Post Office cash payments to Postbank card-based distributions. This operational shift, intended to modernize the service, has been marred by implementation issues.

Thousands of Beneficiaries—especially elderly ones—are facing card activation problems, system errors, and confusion over the validity of old versus new cards.

Remote areas, already underserved, suffered disproportionately. Beneficiaries report standing in queues for hours with no resolution, voting for older persons grant disbursements to frequently glitch during rollout periods.

These infrastructure failures compound the stress of pending payments and magnify the vulnerability of those who rely on SASSA.

What Beneficiaries Are Looking For: Solutions in Public Discourse

The public, advocacy groups, and even lawmakers are pressuring SASSA to:

• Clarify payment timelines post verification.

• Streamline income and identity checks, especially avoiding repeat verification for previously approved claimants.

  
  
  

• Improve helpline capacity: shorter wait times, better training, and multi-channel support lines.

• Ensure transparency during the cash-to-card transition, particularly in rural regions impacted by poor card reach.

Advocacy groups like Black Sash argue that accountability must lie with SASSA and the Department of Social Development, not with beneficiaries caught amid administrative weaknesses.

READ ALSO

SASSA confirms July 2025 payment dates and grant amounts… all you need to know

Final Insights: Navigating the Tension Between Integrity and Accessibility

SASSA finds itself in a complex balancing act: it must safeguard public funds from abuse while ensuring that funds reach those in need without undue delay. However, the current system—allied with helpline inefficiencies, chaotic rollout of new infrastructure, and overzealous fraud prevention—is causing harm to eligible beneficiaries, many of whom depend on grants as their primary income source.

To improve trust and functionality, SASSA needs to embrace both operational efficiency improvements and human-centered service design: faster verification for recurring beneficiaries, reliable communication channels, and locally grounded support during systemic changes.