Refund not received for 5 months!

I am absolutely appalled by SARS! for two years I have not been able to submit a tax return due to system issues and received a penalty of R2500. Last year September I was able to file and my refund amount was confirmed! THEN... SARS DEDUCTS THEIR PENALTY FROM MY REFUND that I'm supposed to receive, it's February now... I have called about 50 times and I have been to the branch because I still have not received my refund. My bank details are correct on their system and its verified but after 5 whole months I'm waiting for my refund plus the R2500 penalty fee which was confirmed I will receive as it will be wavered! 5 whole months of waiting and zero feedback, the call centre is useless and the branch too. Everytime I communicate with them, i am told that it's pending for payment... 5 WHOLE MONTHS!!!! And no one has a single explanation!!!