SARS Pretoria CBD – Failed Biometric System, Contradictory Information, and No Resolution

I am extremely frustrated with the service I have received from SARS Pretoria CBD regarding my VAT registration application.

For weeks, I have been unable to complete my VAT registration because the SARS biometric verification system continuously fails. Every time I attempt the process, I receive an error message telling me to try again later.

After repeatedly experiencing this issue, I booked a branch appointment on 15 April. At the branch, consultants attempted to assist me using their own devices, but the exact same biometric error occurred. The issue was clearly not on my side.

A guy named Nyiko, who I think is some senior or Team lead then instructed the consultants to manually load the application and advised that I could submit the required selfie through the SARS Query System. The application was processed manually at the branch, and I later uploaded the selfie as instructed.

Since VAT registration can take up to 21 days, I regularly contacted the SARS call centre to check on progress. Each time I was told to wait for the 21-day period and that no further information was available.

After waiting the full period, I was shocked to be informed that my application had been rejected because supporting documents had allegedly not been uploaded.

This made absolutely no sense. I had visited the branch specifically because the biometric system was not working. My documents had been scanned and captured at the branch, and at no point did I receive any communication requesting additional supporting documents. Had I been informed, I would have uploaded them immediately.

Today, I visited the Pretoria CBD branch again seeking clarity and assistance. Instead of receiving answers, I was sent from one consultant to another, with nobody able to explain exactly what had gone wrong or how the issue could be resolved.

What made the experience even more frustrating was being told that applications cannot be loaded manually, despite the fact that this is exactly what was done during my initial visit under the instruction of a team leader. The branch manager was defensive rather than solution-oriented, and there appeared to be no clear guidance for staff on how to assist customers facing system-related issues.

As taxpayers, we should not have to take leave from work, spend entire days in queues, and repeatedly visit branches because SARS systems are failing. What is even more disappointing is being penalised for a process that could not be completed due to SARS’s own technical issues.

The entire experience has left me feeling helpless and exhausted. I became so frustrated during my visit that I ended up in tears. All I have been trying to do is complete a VAT registration, yet weeks later I am no closer to a resolution.

I would appreciate an explanation of what happened to my application, why I was never informed about supposedly missing documents, and most importantly, what SARS intends to do to assist customers when its biometric system fails.