ID / Passport online application AND change of surname / marriage issues

Home Affairs do you even read these complaints, do you even care?

I app**** for my ID and passport renewal online - please people, NEVER do this. I was not able to push through my application online and phoned the call centre multiple times to try and rectify this. I was told that I could go into a branch and handle application there. Go to the Stellenbosch branch, spend hours queuing only to be told that because I have an online application in process they are not able to give me a ticket number as they cannot cancel it on their side.

I spend hours on the phone with the call centre… eventually someone was able to help push my application through after multiple attempts, but only by signing in as me (i.e. I had to give the agent my username and password!). The call centre agents are not actually able to access your profile and make changes (or so I was told).

Now I go back to the Stellenbosch branch to do my biometrics. The branch manager tells me I cannot change my surname as I am married under Civil Union which apparently only covers same *** marriage (we are a hetero***ual couple). Upon further investigation it is perfectly legal to be married under Civil Union as a hetero***ual couple in South Africa and our marriage officer stated on the registrar my new married name - so there never was a legal issue to begin with.

Eventually the Stellenbosch branch manages to change my surname and confirms all is fine and my passport and smart ID card are now being processed. I receive a receipt and pay for processing of both documents at the pay counter before leaving.

Today I go to Stellenbosch branch to collect my documents and only receive my passport with new surname. The branch manager tells me they cannot process my smart ID card until my marriage officer “corrects” the way she registered our wedding on her side! Now how is it possible to change a surname on a passport, but not surname on the ID book of the same person, and why did they charge me?

I have literally spent hours on the phone with the home affairs call centre and been into the Stellenbosch branch about 5/6 times and still do not have resolution. The Stellenbosch branch manager has been completely unhelpful, arrogant and rude to me throughout this extremely frustrating process.

This has been going on since 3 February 2019 (today is 13 June 2019) and still no resolution on the ID book.