No Response and keep on changing the response date

I submitted my returns on tine to SARS at Alberton Branch. I want letter asked to resubmit the supporting documents again which i did. I got a letter promising to pay my refund, then I was asked again to bring the same documents (third time) i did again! They processed a penalty of R13000, 00 against my refund because apparently they did not get my documents that i had sent three times already. i resubmitted by 2013 and 2014 again and attached the documents for the fourth time, they still say they did not receive them , they scan the documents but still lose them. Now they because confuse and said they were going to audit my return, on 28 Oct 2014 they confirmed they have finished with the audit but still did not pay my refund. They then said they want 60 days to audit the refund! They still did not refund after 60 days,they said they want 21 days to escalate the matter because they do not know that is happening. They are still confused, I pray that SARS must not go to the place of the former Home Affairs status ( who have since improved their service) . Each time you call they give a new ref number so that their performance stats look good!!!