Bad service

My mother submitted her tax in October, she had to update her banking details therefore had to send supported documents which she did. Verification was done and it's now more than 21 days but still no refund.

Every time my mother called Sars each person gives a different story, it's like they work for different companies because how can people working for the same company give different stories. The person my mother spoke to today 17 December said her case was redirected to accounts department but people are on leave. People going on leave is not the client's problem, pay people their refunds. Sars advertise if you have a refund due it takes 72 working hours for payments, but since the 10th my mother is told her payment will be done but still nothing.

Can someone please assist.