Bad service

I’ve submitted my tax return in October already . I was then asked for documents which was sent . I was then told it must go for verification and it should have been finalised by the 3rd December 2022. After then I would receive my refund . It’s now 4 January 2023 no refund have been paid to me and when I called this morning after struggling for 2 days I was told it wasn’t finalized and it will take another 5 working days to be reviewed. This for me is unacceptable as we do stuff online and they have staff that’s working from home yet nothing seems to get done . This is unacceptable that I have to wait for my refund 3 months later