Rude call centre agents and service from SARS

I just called the SARS complaints call center and spoke to a lady Salome Makwela and it was a waste of time. To think this is a complaints call center and here i am complaining about their service. The girl was very rude and she has a bad attitude that you can even hear from the phone, she doesn't deserve to be working in a call center environment. what happened to Empathy, active listening and ownership. She doesn't understand any of that and those are just basic requirements of a call center agent I did my efilling on the 31st of July and to date my refund has not been paid to me. i have called the call center several times only to be told there is no turnaround time, even after escalation, i have been told 3 times to wait 21 days. this is not on. To make it worse , each agent you speak to has a different story and its like they are taught to be rude. SARS you really have to look into your call center and consider training these guys more