Failing online service with no assistance from consultant

I've been trying to submit my Tax return since the beginning of November. The issue started when I requested the system to calculate my return as per every year. The difference this time was that every info provided on my IRP was at zero value. The document was like I am not existing at all. I called their offices on the 22nd of November, however, the consultant failed to assist me. The reasons were: The saved document could not be retrieved except to view but no option to proceed with the submission. Their system could not allow me to send a 2021 request return so that I can restart my filling. The interesting part of all was that the consultant told me that I wasn't even auto-selected by their system for SARS to file on my behalf hence they did so in 2020. It basically means I cannot create a new document for submission nor submit the zero file nor SARS file on my behalf. I sent a mail query to the email address displayed on their website and received an auto-response from the nonreply address. What is the future hold for us if the online system is not working and Covid-19 is here to stay.? Who will be charged a penalty for the SARS system that is not working for people?