Frustrating government service

I am not a tax practitioner i am a bookeeper and i know a bit about taxes. I have been assisting people (mainly government workers) with their tax submissions since November last year. I am battling to get them registered for efiling i send through all the docs that are required then they receive notification to submit additional docs which is exactly the same docs that were submitted originally. When i check on the query status it says a letter will be sent to advise which additional docs are required. I then submit whatever was requested. When i check a day or so later. I see that the profile no longer exists on the sars portal and i have to register these people from scratch again. It is now January and this has been going on since November. I registered the one guy in nov. His regsitered was unsuccessful. I then registered him again. It was unsuccessful once again. I then tried to register him again and it said that his details are on file. So i clicked on forgot password and it said that he needs to call sars as they cannot send him his log in details. The one guy was asked to submit his id copy which was already sent twice. I sent it last night. When i tried to log in this morning his entire profile was gone and it said that his details dont exist on the sars portal and that he needs to register from scratch. I dont know what is going on at sars but there seems to be a huge problem and it seems thar tax payers monies are being withheld because it seems that sars wants to frustrate people so that they give up on trying to file their returns which will end up in huge penalties being paid by tax payers.