Horrible service

I'm very dissatisfied about the service I have been receiving from Sars. I filled in the 17 July and got paid out for my 2018 tax returns, however I have returns for 2014 and since August I have been told it has been escalated and a consultant will call me. Until today I still have not received a call or my returns. So I called today and I was advised that there is no turn around time for previous years returns as they are currently focusing on 2018 which I understand but an institution as big as Sars should have a turn around time. They cannot confidently just say they do not know when my returns will be released from auditing. That is unprofessional. It's been over 2 months now since I filled.