Bad Service

Good Morning can SARS please tell me exactly when will my tax refund be finalized as my auditors date is over due and they haven't escalated my issue,was told its still pending i fail to understand why is this because when they tax us we not telling them that they should be patient or we will escalate the matte further. Tax Number : ********** 157. I am really angry and loosing my patience due to their *********** service its been 2 months now still waiting on my tax refund.