Lack of competence

They ran an auto-assessment for me on 7 July 2025 and paind my refund to a dormant bank account, I then tried to change the bank account details on their mobile App (which was unsuccessful and very frustrating). I would change all the details and it would come back with no changes made but also no plan of action. I called their contact center a few times before someone took me through the steps on how to do it correctly (which defeats the purpose of having a mobile App). I called their contact center again a few times before deciding to just visit their branch in Randburg. I explained the reason I was there and they assisted me with all the necessary changes I needed done on my profile, uploaded the documents I was struggling to upload and sent me on my way. I then called their contact center almost everyday from 16 July 2025 and everything I was told everything is fine, done correctly and I should wait 21 days for the refund. After the 21 days, I called their contact center and boom! My documents were missing. Now, my question is, after all the calls I've been making following up, how is it that none of the agents were able to tell me this???? I'm so frustrated and mad, it's been over a month trying to sort this out. The worst part? I called their "complaints office" and they want a case number and when I enter the call case number, I'm told I shouldn't complain because my case is still within the turn around time and it takes me back to the contact center. I am absolutely disgusted and furious!!!