Overdue refund

Submitted returns in 2017. I have been to the office three times and each time there is always something documents missing. Why can Sars not send customers full details if what is required before refunds can be released? We really do not enjoy wasting time going to their office only to be given yet another excuse. Please can our SARS and our government be efficient and do things better? The consultant felt very brave in advising that I can go to hello Peter! Really?