Poor communication

I did my eFiling on the 23 Jul 2019 and ITA34 was issued and it shows amount refundable to me by SARS. The Statement of account shows eletronic refund on the 25 Jul 2019 and same day it showed eletronic refund reversal of which I don't understand please if I can get communication from SARS to explain this I tried to call SARS I waited on call for about 25 minutes for nothing no one answered at the end I was expected to rate the service I received without talking to anyone. The case number is ***. We are expected to answer questionnaire about their service I need assistance before I can answer questionnaires.