Poor Communication fro SARS

SARS services are very poor. Refunds due are scheduled for payouts and then a refund reversal is done on the same day. No correspondence with reasons for the reversal, no assistance from call centres either. I have been asssitingnmy 84 year aunt for 10 yrs submitting a simplified return. Never any issues but all of a sudden the reverse her refund this year. When enquiring they refuse to talk to me, expecting me to take time off to visit a branch with power of attorney. All we ask is that when SARS block a refund they should communicate properly with the tax payer as to the reasons for not paying. Itsn't that the reason why you can sent letters on e-filing??? Why why why do we have to call YOU SARS for an action implemented by YOU without ANY communication.