Disgusting service and taxpayers are being ****med

I did my tax return on 19 ofSeptember 2019. I received my ITA34 stating I had a refund due to me of R5318.86 and that I had not been selected for verification or Audit, it however never stated when I would get paid out so i waited a few weeks and then called SARS customer service to find out what was happening with my refund. I was then told that the actual amount was under audit and I had to bring in my supporting documents to have everything sorted. I did this and when I arrived at the consultant they stated that they can see the audit request on their system, but could not load the relevant documents. They then scanned the documents and gave me a case number. I called in 21 days later to find out if there had been any update on this, but was told no unfortunately not. I was then given another case number and told they would escalate the issue as there was no updated information. I called SARS again asking if there was any feedback or updates and sent numerous emails. I have been informed that there has been no change or update on my audit and I would need to wait. No one can give me any answers or information and have given me another case number. I complained again via e-mails and all that you can think of and I was told it would be deposited and after like an hour or so I have to pay SARS R417.14 and there’s nothing due to me. Which raises questions? Are they doing their jobs correctly? Are we being ****med? What happened to what was due to me since September until this morning an hour after being told it’s gonna be paid on my account??? Why are we paying taxes? We are being charged lots of cash and when they have to pay us it’s different stories. I just checked the app now, what was due to me IS GONE! It vanished into thin air...