Incompetence of an employee

I had a very very bad service, I went to SARS Vereeniging on the 2nd October to submit the outstanding documents as requested and I did and I was told that my profile will be updated after 21days…cool I called in today to find out if everything is okay as I don’t want to be behind only to find out that the consultant who was assisting me did not even upload my documents. This is sad because if i had to wake up early stand In the que to get assisted and only to find out that I went there for nothing. I will be going back to get clarity on this and if I won’t be assisted I will be going to the ombudsman to escalate the matter. Maybe it’s time that the old employees go on pension as it seems that they no longer interested in assisting us the correct manner