promises that are broken with bad attitude

i have contacted the SARS contact centre numerous times and I have spoken to team leaders and agents. I have spoken to a team leader by the name of Shar and she promised me that my tax payout would be paid today for the latest. the reference no. for the call is ***. I have then contacted the call centre to ask for the recording so I can escalate it to the ombudsman but they keep on sending me to different departments. all I want is for sars to stick to their promise so that I can meet my obligations I have made after they have promised me it will be paid out