Not responding to emails

I submitted my fathers income tax through e-filing in Sept 2015. He was selected to be audited. Supporting documents were hand delivered to SARS Bellville 30 September 2015. According to Call Centre consultant it takes 21 days to conduct such an assessment. Beginning Dec 2015 we received a phone call, inform us the assessment were nearly completed. We contact SARS call centre in February 2016 and no one had any idea what was going on with the assessment. On 11/02/2016 we received a call from Maatje Smidt requesting bank statements & affidavit. The next day received a letter from SARS requesting the same documents which was delivered in Sept 2015. Wrote an email to Maatje Smidt, on 12/02, questioning the discrepancy between the telephone conversation & letter received. NO ANSWER!! On 19/02 we received a letter that an audit was concluded. Again wrote an email to Maatje Smidt and Wilma Witte. NO ANSWER!! We want to find out why an audit was concluded before the due date for submitting the supporting documents - which is on 03/03/2016!! Wrote email again - NO ANSWER!! The service is pathetic!! An audit should take 21 days, but SARS take over 121 days! We want answers!!!