Ill advised by the Revenue Office admin staff

Hi I am so unhappy with the way the SARS Branch is dealing with the public. I came in on the 4th Dec 2017 to submit my returns at the branch with all the relevant documentation (IRP5, Tax Clearance etc.) to which they gladly accepted . I further asked if they was anything else outstanding , I was told I would have to submit outstanding returns for 2014 , 2015 respectively. Unfortunately my previous employer was not compliant with the Revenue's Office and these were never issued to me whilst being employed there I explained and that the company was liquidated. I was advised to bring in at least my payslips to which I did the following day 5th Dec 2017. After this I was told I have 21 working business to have this query resolved as I had a credit of a reasonable amount due to me. On the 27th Dec 2017 I came to follow up on the status of the case then I was told that this has been rejected and I will not receive a refund unless these are submitted. I explained to the consultant that I had raised this issue before hence the uploading of the payslips was for that very reason. She responded that unfortunately she did not assist me on that day and the system requires this to process the credit refund. By now I was extremely frustrated and explained the issue again , to my surprise she responded with that I now have to submit an Affidavit stating that the company was liquidated to upload on to system. This was submitted on the day 27th Dec 2017 , and I was again assured that the 21 days is still valid as I had initially submitted on the 4th and 5th Dec 2017, though my 2017 returns have now been flagged for an Audit. Today I follow up with the call centre and I am now being told that this process takes 30 business days before the query is resolved also pending the outcome it could be delayed further. So I ask the call centre agent as law abiding citizen of the Republic how do we deal with SARS Office with regards ensuring consistency in the working processes amongst admin staff . Secondly how do we hold them accountable for miscommunication and the delays and frustrations it causes us as the public with timeously receiving our credit refunds . Clearly I am being left in limbo here whilst the Revenue Office requires timeous submissions and reserving all rights to award you your credit refunds , in addition they can pay when ever they like as is the case here. Please some intervention would be highly appreciated here the recent case no :263 394 862. I am not sure whether it will be the Tax Ombudsman or the Senior Management Staff at the SARS Office.

Regards Zweli Mngadi