No tax documents provided and I incur penalties while I wait

I have been requesting an IRP5 for a tax directive that Sanlam issued to SARS since October 2023. I regularly follow up via email, rarely receiving a response. When I call the centre, I'm put on hold, transferred between people and eventually told the query has been escalated, but have still never received a response.

In the mean time, I can not submit my tax return and am paying penalties. Why is it so difficult to obtain an IRP5 for a tax directive (stating I owe R0!) that they submitted to SARS??