POOR SERVICE

I Actually don't know where to start, i am so heart broken at the level of disrespect and poor service i have received from such a big establishment. I have been trying to call through to get assistance with my query i have spent more that 18 hours holding for an available agent, i tried the call back option in 2 weeks i have been called once and this lady hung up on me. What i need to understand is the agents if they understand the reason for our calls and money and time spent holding just for the calls to be cut.. I am emotionally drained honestly. i am an honest citizen that is taxed every month and never got a cent back. Apparently i owe a huge amount owing and I would like an explanation, NO ONE AT SARS IS WILLING TO ASSIST AND I HAVE BEEN threatened THAT MY ACCOUNT WILL BE DEBITED BUT NO ONE IS WILLING TO HELP ME THROUGH THE CALCULATIONS