Disappointing SARSTAX

I quote, "Dear TaxpayerINCOME TAX - REFUND STATUSPlease note, your Income Tax refund for *** is on hold due to your banking details being in the process of verification. Westrive to complete the process within 21 working days", yet my 21 days has lapsed post uploading all the documents they needed me to. In all honesty this is debilitating. I sent an email available for inquiries as getting hold of anyone on the phone is hassle, asking about which further steps to take since my "probation" has lapsed and still haven't gotten my refund, well the answer that I got from an AI was that correspondence on the progress of the case will be issued in due course. But wasn't the course 21 days and then get your money? I'm defeated and in need of my money. I don't know what else to do. But then Maybe one day like other people who got help with zero delayed. I'll get help too. Somebody please assist on how and where to escalate the matter.