Poor customer service at SARS

I have experienced appalling customer service from SARS over the years. In 2021 I received a tax bill of R18 million. This for a retired teacher with a small extra income for support teaching was ludicrous. However, took 3 months of calls and emails before it was corrected. Recently, when querying a lump sum that had been deducted from my September pension, not only were any of the 4 people I spoke to at SARS able to give me a valid reason, but my call was dropped twice and after giving my contact number I was put on repeated automatic response when I tried to call back. Finally after 4 days of calls I found out that SARS had passed a new regulation placing garnishee orders on people identified as having multiple incomes. How come no one ! spoke to at SARS knew this? Is SARS aware that calls are dropped when their agents are put on the spot or is this what SARS advises to deal with tricky situations?