Pathetic service from SARS

So I made the exact same claim as always the same amount and everything this year I get audited I submitted the supporting documents the exact same day on the 15th of July, so today I phoned in to check on my refund status as no correspondence from SARS and I get told it is going to take 21 working days and it does not help I complain about it as they will not resolve my issue how pathetic is that they get paid out of our tax money and this is the service you get so it's OK for us as the consumers to pay tax but when SARS owes us we must het miss treated and wait until someone one day gets to us this is ridiculous