There were scenes of chaos and confusion outside the Bellville Home Affairs offices, as 'system failure' threatened the holiday plans for many disgruntled customers queuing outside in the heat.

According to a source, Home Affairs systems have been 'down' for hours at a time on Tuesday, Wednesday and Thursday this week, causing much inconvenience to complaining citizens. WIth schoold holidays pending many holiday plans could be ruined financial losses caused.

Chief Admin Clerk, Ms Ntomkekhaya Tshandu, confirmed that the 'system had been down' since 1pm and claimed that at 2pm she had told people queuing that the 'systems were down ''. "I have told them they can wait at their own risk" she added.

"I am going to explain to them again now", she added, about other people who had joined the queue, unaware that they were wasting their time expecting to get inside to be served.

She could not confirm any arrangement to give the waiting queue preferential treatment the following day. Customers have to get inside the offices to get a ticket, before queuing again to be served; and as a result many people are forced to come back again and again.

Disgruntled customers, Janeria Venter and Abigail Wessels. Photo: Tred Magill

Janeria Venter from Belhar and Abigail Wessels from Welgemoed both queued from before 1pm on Thursday, only to be told at about 2pm that the 'systems were down'. "We can't keep coming back like this. Every trip is more bus fare I cannot afford, complained Ms Venter."

"I have been back 5 times" complained Ms Wessels. "And I have wasted about 10hrs or more standing out here in this queue. They also don't give us correct information. I queued for hours and when I got to the front they said I was in the wrong queue; and that they are not processing identity documents on that day."

Provincial Manager, Yusuf Simons tells an audience that 'customer experience is everything'. Photo: Home Affairs

Western Cape Provincial Manager, Yusuf Simons (yusuf.simons@dha.gov.za) refused to answer his phone or emails and also refused to respond to SMS messages from outside the Bellville offices. He is seen here telling an audience in September 2017 that "customer experience is everything".

It appears technology has gotten the better of Home Affairs, as no manual systems appear to be in place and the department depends entirely on the 'the system'.

Mr Sukeel Sias accuses Home Affairs of lying about its 'system failure', while Ms Ntomkekhaya Tshandu looks on. Photo: Tred Magill

One angry customer, Mr Sukeel Sias, accused Home Affairs of "lying to the people". "They just say the 'systems are down' but they are letting in people for birth certificates and temporary identity documents. How can the system be down for one application and not another", he argued. Home Affairs official, Mr Michael Hilalentla was overheard confirming this to another customer, but he refused to answer any questions put to him.

Mr Michael Hilalentla and Mr Somelele Sidalit obstruct the doors to make sure nobody gets inside. Photo: Tred Magill

Mr Somelele Sidalit also refused to provide any information about when the systems would resume, or when customers would be allowed into the offices. Both were uncooperative and viewed this reporter suspiciously, even though this reporter was also a citizen collecting a passport.

Complaining customers gathered at the doors of the offices, which security guards kept obstructed to prevent people pushing through. One man approached the doors at about 3.15pm, saying he had made three visits to the offices to collect a passport. Another disappointed woman walked away muttering: "If the systems have been down since 1pm, I'm sure inside there, they have been doing nothing other than waiting to close the doors at 3.30. At 3.30pm Mr Hilalentla promptly closed the doors.