Injustice to my 65 years old mother/ depriving of her late husband's money

I don't even know where to start as this I feel can be resolved if SARS agent working from home do what they have been hired to do, firstly they are working from home you sometimes don't even hear what they are saying or if they hear a problem is huge are not important to them, they hung up.

I have been in contact with SARS for the past 6 months I don't know how many case numbers I have. I even went to the Oumpsmand route which I feel sometimes it's there to tick a box because you must fill forms for something that can be resolved in no time. here is my story:

I am writing to file a complaint on behalf of my mother who is 65 years old, regarding the back and forth we have been receiving from SARS. 1. We went to your branch JHB on 2023-02-***3, as my late father’s provident fund picked that my father had 2 TAX numbers. 2. Upon our arrival we were helped, told to wait 15 days for the reactivation of the new TAX number (the agent was so helpful she took us through all the steps explaining all the details). 3. After 15 days as promised indeed the new TAX number *** was received, which I emailed it to my father’s provident fund contact so that my mother can finally get my father’s money. 4. On the 21st of April 2023 I received an email informing us that the tax has declined again, it says that the ID number differs from the application at SARS. 5. We logged another call *** which we were advised to upload all the documents which was done, after 15days received a call that the ID number is correct what happened is the TAX number *** was not activated. 6. The agent who spoke with my mom promised to look into this to rectify, my issue is my mom is old no knowledge of how to go about this if I was not around it means my mom is never going to get this money as the issue is so petty, but it is not being resolved. We have been on this for the past 10 months which is taking a toll on my mom as she doesn’t understand all this, if we can get assistance, it will mean a lot for the funds to be released to my mom. I hope and pray whoever will be reading this is going to be helpful and assist us, *** – ***)