Poor service

I submitted my tax return in August and to this date I am still struggling with them with regards to documents and correspondence and honestly have had the worst experience with Sars consultants.On the 2nd of September I was asked to upload a selfie with my ID and case number in order to verify my banking details as they have changed I did so on the 9th of September as that was the day I logged in and saw the correspondence letter,I was then told it would take upto 21 days to verify but it could be done sooner, I called in every now and again to check the progress and everytime I called I was given a different story either that all was in order or that I still had outstanding documents, how is it possible that the consultants are all using the same system but each consultant I spoke to had a different progress report. Today I called in assuming all would be fine considering 21 days is up on Thursday the 8th but unfortunately I was told I needed to upload my proof address for the third time again before my banking details could be verified and the process of 21 days would start fresh again once it is uploaded but when I log onto Sars efiling there is no correspondence for what the consultant had said, so how is it possible her system shows correspondence sent but when I log in there's no letter. It's sad that one has to write on a platform such as Hello Peter before anything can be dealt with the way it was meant to be. I understand consultants are working from home during covid and are under pressure but this mis information is really upsetting, how do we place faith in such a high system yet their feedback is so poor. I hope noone else has to go through this I was really depending on this tax return as I am currently unemployed due to covid and this money would have greatly assisted me and my family but the chances of me getting a job is more likely then me receiving my tax return.