Refund or NO refund

I did a tax return in March this year for the first time and was told that everything will be sorted and that I would be refunded within 7 working days.

Given a month, I called in again to ask why my funds haven't been paid to me yet, I was then advised that I needed to attach the required documents for a verification. I received an email stating that my Tax verification has been finalized, but still haven't been refunded.

It is now September. I attempted to call SARS again and after an hour of being on the call, I finally get through to an agent only to be told that the system is offline and that he cannot assist me. No name was given and my call ended right after.

This service is pathetic!, no one bothers to give one any feedback. They literally have all my details and documents. What more!!?