Pathetic Service from Sars

I'm very dissatisfied about the service I have been receiving from Sars. I filled 2018 return 6 August and was placed under audit (which is fine) as they stated when I called that my 2015 return was not done. I submitted 2015 return while the call center agent was on the line with me, was then told the audit would take 21 working days (again fine). Never heard a word from Sars within the 21 day period, meaning they are non-compliant according to TAA. On the 6 September I called the call center as I received no further correspondence and just wanted to follow-up. Was told by the call center agent, my audit has been completed and no further action is required, the audit just needs to be signed off by the auditor working on it and a consultant will contact me in the next 24-48hrs with an update. On Monday the 10 September I called again and was told the exact same thing, "A consultant will contact me". No response received from Sars, I called on the 13 September, and was told that they would escalate the query and a consultant would contact me. Friday the 14 September I called to see if there is any progress, and was informed by the call center agent that an escalation was requested and that this would add another 48 hrs, she also explained that each time an escalation is requested it adds another 48 hrs to the case. Eventually she put me through to the Ops Manager( as the lady introduced herself) and said she would lodge a complaint on my behalf to resolve the issue and that someone will contact me in the next 48 hrs. I called this morning (17 Sept) to the complaints office for a follow-up and was told I just need to wait as they have 21 days to resolve complaints and a consultant will contact me. I understand, but an institution as big as Sars should have a turn around time. They cannot confidently just say they do not know when my returns will be released from auditing. That is unprofessional. If the audit is complete it implies the auditor is satisfied with what ever query Sars had, then why does the auditor not just sign off the audit once he/she is done with it. Why keep it just laying there when it is complete.