Bad service!

I filed my return in July, and there's a refund due to me, then after 2 weeks I checked when it was going to be paid, and I was told by the call centre agent that the refund is locked and that I need to go to a branch to update my details. On the 22nd August I went to the Dube branch with a 3 months banks statement, ID copy, and proof of residence, all certified and sat in the queu at SARS for over 2 hours to submit the documents. Today (04 September), again I check with the call centre I am told my details were not updated and that I have to go back to the branch, and spend another 2 hours in the qeue to update again, which means I have to go and get another bank statement, which costs me, and go the the police station to certify. I'm just not happy at all, and I'm also told I can not call the branch, I have to call the call centre which is not helping!