Sent in circles. No one helps.

Nsfas sent out a statement for us to acquire documents but SARS doesnt know What is the exact reference document that we need to get from SARS? Because we have been to the the SARS - The Village Horizon View branch and they have no idea as to which documents you refer to as proof of family income or change of income. They say there is no such document?? Please advise me so I can appeal. SARS Horizon Village Horizon staff said that they weren't even aware that Nsfas had access to their tax information of students who app**** for nsfas. They gave us 14 days but we've been trying to get hold of nsfas since June to figure out what's going on??