From Home Affairs to Horror Affairs again

My name is Nonhlanhla Phatlane and I am Free State resident staying in Welkom. On Monday 10 February 2025 I went to Welkom Branch with my husband and daughter to apply for passports.We were in the process of being assisted until the generator stopped working.

The staff informed us that the Municipality has cut off electricity supply due to nonpayment to Municipality and the generator has been running nonstop for days and chances are it is probably overloaded/heated.

However plans were made and inverters were connected and our applications were processed by unfortunately payments could not be done to conclude the transactions as the EFT machine is not connected to the invertor.

We were then informed that we can make payments at the nearest Home Affairs branches as without payment the application will not be processed.I then enquired on Tuesday as to wether things are back to normal and was informed that the situation has not changed.

As we need the passports I then decided to travel to Bultfontein to make payments as advised by Welkom branch and travelled a return trip 150km on my expense. Upon my arrival at Bultfontein Home Affairs the office manager Mr Mbele was called and he gave instruction that I cannot be assisted as I need to complete the transaction where it was initiated.

Welkom Branch was called and they confirmed that they are still offline with payments and they informed the personnel to assist me and explained to them how they should do it.The person that called Welkom asked Welkom to call the office manager Mr Mbele but he did not respond and I was also given his contact but he also never responded nor came back to me.

Whilst calls were being made one of the staff related an incident where a transaction was initiated in Bultfontein and finalised in Mpumalanga yet Mr Mbele refused to assist us even though we are in the same Province.

Needless to say I had to go back to Welkom unassisted and wasted 150km of petrol for a disservice.I even tried to explain that the money is going to go to the same account number but because Mr Mbele gave an instruction the staff could not go against it even though they know that it is possible.

Minister we are in the ages where Technology is advancing everyday and this is like buying clothing at Edgar's store in Welkom and returning them in Pretoria Edgar's and to be told that you must go back to Welkom.

Does this mean that if the situation in Welkom remains the for two years residents of Welkom and neighbouring towns will not receive services. Must we then travel to Head Office in Pretoria to be assisted or what is the solution for this.

Minister we need out passports to travel and this treatment of Mr Mbele is unacceptable and needs to be investigated and I require that I be provided with a solution.

I cannot believe that Home Affairs is going to the era when it was called Horror Affairs.A lot of people made applications and are stranded and frustrated as they can't make payments to complete the applications.

Minister please residents of Welkom and neighbouring towns need your office intervention as this is frustrating and unacceptable.