SARS Agents Refusing To Do Their Job

Good day

I submitted my return on 20 November changed my banking details and they are supposed to be verified. According to the Statement Of Account, I would be refunded within 72 hours from the date of submission.

I called on 24 November to ask about the refund and was told to make an appointment to verify the details, which I did and I submitted all the documents required.

On the 1st of December I waited for the call which never came, then I had to try and call again, which takes an hour before the call is answered, or sometimes even dropped. On the 5th of December I called again and the lady I spoke to said the case was closed but she could see that the person did not attempt to contact me. She said she will escalate the matter and will send an email to the relevant person who was supposed to contact me, and if that person does not contact me before 3PM on the 6th, she would call me back, which she didn't, like everybody else who has promised to call me back. The reference she provided was ***.

The last person I spoke to on the 9th of December literally told me straight that there is nothing she can do for me besides booking another appointment for the 28th of December, if the case is closed then so be it, I must book a new appointment and that's the process, then she dropped the call after I've been holding on for an hour and 15 minutes. There is literally no care for customers in the contact centre.

I have made literally 20 calls to SARS and received numerous reference numbers, and I am still sitting in the dark, I don't have answers. I don't even know if I will be refunded. Can someone please get back to me. I have done my part, I have done exactly what I was instructed to do, but now no one wants to help me as they are supposed to.