Their incompetence is costing me money

There are no words to express my frustration and anger towards this company. A month or two ago, I tried to file my taxes and my accountant said that he needed a TAX DIRECTIVE. So I contacted them to get that but I was sent an IT3A certificate which is not what I asked for and it was sent to me repeatedly when I specifically asked for the directive. The tax directive is for the pension fund that I had signed up for at a previous company that I had worked for. According to SARS, they said that I took my pension out while I was still working there which is incorrect since: 1) I left that company towards the end of 2017 and they stated that I received it in August of the same year. 2) I have no proof of ever receiving that money around that time and the consultants that I had spoken to were only able to tell me that there was movement in that account. Despite the emails I sent, I still haven't received an email or call about getting that tax directive. This is ultimately costing me money as I'm now being slapped with penalties and wasting my accountant's time which I'm paying for. If this is what they call excellent customer services, then I must be chopped liver. If possible, I'd give them 0 out of 5 stars but this is the lowest that is allowed