no feedback

I went to sars pinetown in August for tax returns and was advised that I have credit due to me and was to be credited within 60 days. That period had lapsed and I called the contact centre to follow up and the consultant promised to escalate it to the line manager who was supposed to call me but he or she didn't and I called again the following day I was advised that the line manager should have called and it will be escalated again. Up to today I have not received a call from the line manager.a complaint was logged and still waiting for my money. The service I received from the consultation was good but very disappointing from the manager's side. Can I be assisted and get my money.