Cant stick to their own timelines and processes

Both my wife and I received notification that we would be audited after submitting our tax returns in November 2019 for the 2018/19 tax year on efiling. Both of us were assessed for tax refunds from SARS in similar quantities. We each provided our supporting documents in the first week of December, I received my refund early January, by early February though my wife still hadn't received hers.

When calling the call centre that week and every week since the same thing happens everytime with no solution, namely, we are notified the return is being audited (yes we knew), that it should have been paid within 21 working days but wasn't (yes we knew), that the agent will escalate the case (yes thank you), that the agent will call us back in 48 hours with an update (no they never do) and then we repeat the process the subsequent week again and the week again after that.

I think it is ******** when you owe SARS a payment, they charge you interest and send threatening letters, but when they owe you, they stall, lie and do nothing while you waste your time trying to solve their mistake.

Well done SARS