Refusal to pay my refund

If useless was a place SARS is top tier. Last year I filed my taxes late so they sent me information to pay a penalty fee which I did. This year I noticed my refund wasn’t paid after endless phone calls I was told I was to send proof of the penalty paid because they received payment from me they can’t allocate. I’m like that payment is the penalty fee you requested 🙄 no ma’am you need to send supporting documents, which I did. Then was told I need a case number when I asked how to receive a case number no one could tell me it took speaking to 5 different consultants that I needed to book an appointment I did, the only available slot was 2 months later!!! The appointment made for 10 only happened at 11 where I learned my refund was on hold because the penalty was paid into the wrong account, I’m like how when I received the payment information from you!!!!! No ma’am you need to make another appointment and resubmit your documents with a letter stating the reason the penalty was paid into the assessment account 🙄🙄🙄🙄I couldn’t do anything in that appointment had to make another which is mid December!!!! Are you kidding me???