Guttered by their service

Good day

I am guttered at the service I have received from SARS with regards to:

1. Service provided.

2. Lack of knowledge.

3. Promises not kept

4. Non adherence to Service Levels/Turn around times communicated.

5. Lack of providing fair and accurate information.

6. Non existing accountability, integrity, transparency and trust as advertised and promised according to their service charter via their site. And also promptly referred to by your staff who still got the information wrong.

On 3 July 2018 I submitted my returns via efiling. I received a notification that an IT34 has been created but they require some documents. Due to a lack or ineffecient communication, I called the call centre on 2 August , Case reference ********** 47 CCA - Gagamatso Ma***o,to find out what the status was of my submission, I was then told I am required to submit documents even though all documents was submitted electronically on my efiling prior to me filing. I then took the documents required and After an extremely long wait, I submitted the documents at your Horizon village and was accepted and captured as received on 03 August 2018.

When I called to follow up on my submission on 6 August, case number ********** 96 CCA Bukho Fiphaza informed me that my file has been selected for auditing and it will take 21 working days from when documents were submitted to finalise. I received and update notification that confirmed that my file has been assessed and I should get a notification in 2 weeks.

I then called on 7 August, case number ********** 29 CCA Princess Motjwa who told me there is no updates and that the Audit is still in progress and takes 21 working days to be concluded.

I left it for a week and received another status update via efiling indicating that my file has been assessed and I should receive a notification in 2 weeks. So I called on 14 August, Case number ********** 28 and spoke to Pihla Kwabaza who informed me that the Audit is still in progress and takes 21 working days to be concluded.

On 22 August I received anoth sars status update via efiling and called the call centre to follow up, case number ********** 75 CCA Debra Karmack who informed me i could not have received an update and that the Audit is still in progress and takes 21 working days to be concluded.

I called again on 27 August, case number ********** 45 CCA Nomaphakwayi Daimani who informed me that the Audit is still in progress and takes 21 working days to be concluded.

On 03 September, I called and spoke to Isaac Jesmine, case number ********** 26 who informed me the audit should be concluded on 04 September and I should contact them thereafter.

Needless to say, I called the call centre today, to find that the audit has not been finalised/concluded as I have been informed. It is still currently in progress. I spoke to Sifiso Matsela, case number ********** 76, who offered to Escalate the matter and informed me someone whould get back to me in 2 days to give me an update. I told him this was not acceptable as I have been miss informed, miss lead and I cannot wait any longer for the matter to be wrapped up. I requested to speak to someone directly in escaltions or someone more senior who could possibly assist in getting feedback sooner. He summonds a lady named Delene Smit whom I am lead to believe is not someone in a senior position. She lacked everything sars promises to be in their service charter. And mind you, refers me to the very same service charter telling me that they endevour to resolve my query/matter in 21 days and its not a gaurentee. She went further to tell me they have no access to the auditors assigned to my private profile, nor the escalation department and is not aware of their turn around time. The telephone's they have been equipped with to perform the task of a call centre agent where 98% of their work is done via the telephone, is not designed to forward calls, or transfer calls to different departmebts.

I then requested to speak to her senior, and ofcourse, her senior Selina Hendricks (if she is a senior in her title) was not available to hear my plea. When I asked for her surname as I felt that apart from not knowing anything, lacking respect, not taking any accountability nor showing any integrity, she blatantly dismissed all my requests and questions posed to her. Guess what, then Selina was available but then I felt that this was a show and didnt want to entertain it any longer.

I cannot allow this matter to be dragged on faor much longer and request that someone addresses this matter urgently, sooner rather then later as I will not leave it here.

To be a faithful tax payer year in and year out, to do things the right way by submitting returns truthfully and legally and to be treated like this is completely unacceptable and intolerable.

I AM LOOKING FORWARD TO A VERY SPEADY RESPONSE AND YOU ARE WELCOME TO POP IN AT VARIOUS SOCIAL MEDIA PLATFORMS AS WELL AS GOVERNING BODIES TO SEE EXACTLY HOW FED UP I AM.

Best regards

Estelle

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