Bad service

Sars requested supporting documents such as ID, marriage certificate, photo of myself with ID and proof of residence. I submitted it on the 8th July 2021. Did my submission where they have to pay MY MONEY out to me and everytime they have an excuse. My surname has not been changed and everytime I speak to them they have another type of excuse. They are quick to inform a person that you must pay them but when they owe you money they have excuses