Closing of a case abruptly by SARS

I submitted returns for 2022, 2023 and 2024. I was also under verification because I recently changed banks. This happened in July 2024. On 01 Aug 2024 Sars sent a letter and they requested IRP5 for the year 2022. On the letter dated 03 September 2024 my verification was referred to an official. I have been told to submit a selfie while holding my ID card, submited proof of residence, bank statement over and over again. My last submission was on the 5th of November 2024, a bank statement. The consultant told me that all is on order. On 11th of November another consultant called and told me that the verification has been concluded and that I should expect a refund after 72 hours. Today the 12th of November 2024 a consultant informs me that my case has been closed and that I should start over the submssion. Like how did we get there? How nonsensical is that?