Rude manager and still waiting for REFUND

SARS is terrible at keeping their promises, its funny that when you owe them they follow you like you a serial ********, no they owe me a refund they do not want to pay me instead i get rude managers like Lulama Sis she is very *********** and doesn't deserve to be a manager she does not live up to the values of customer service. how do you sit next to your agent and be rude to a customer while they listening what are you teaching them.

It has been 21 working days and two weeks after they have sent my refund into auditing, everytime i call they say its busy with audit it should be done by the next week, on the 26th i phone and the guy told me he will speak to his manager to push my excalation as it has been to long but that was never done. SARS are you going to refund me or NOT just let me know. and do something about that RUDE LULAMA