Appalling service and what tantamounts to THEFT

I duly (as always) submitted my tax return before closing of the season. I was advised I was being audited and needed to submit documents which was done before the end of October 2024 and an acknowledgment received. According to my statement of account I am owed a substantial amount of money by SARS. I am on the verge of retrenchment so this is now beyond critical. I have escalated (I think who knows if the call centre agent did escalate as you get no indication if they did or didnt) and I have put in a complaint. WHAT MORE CAN WE DO. A once competent department has been brough to its knees through incompetence.