Inefficiencies from a Financial Services Provider leaves customer with unnecessary tax issues

The most inefficient service from Nada Marufu and Samantha Combrink. Alexander Forbes submitted a 2020 IT3(A) for the 2021 assessment year. SARS has thus 5 certificates against my name, however there is only supposed to be 4 (not the AF one,as it was for 2020 assessment). AS per SARS, AF needs to withdraw that certificate. A month later, and the problem is still not resolved. Both Nada and Samantha told me to manually add the certificate, which I CAN'T DO (and they both fail to understand), as the dates on the certificate (***6) falls within the 2020 assessment year, so it won't allow me. Nada went as far as asking SARS for assistance (which took 2 weeks), and advised me to load it manually (after approximately 10 emails stating as to why I can't load it manually).

This is a month later, and still no closer to resolution. I even gave them my SARS reference numbers. Can a person more senior and clued up step in and getting this resolved???