sars agents unproffesional and dropping calls

i had a appointment with sars promenade mitchells plain about 3 months ago. i gave them all the neccesary documents in order to get my tax return that im waiting on for more than 5months. i was told by the agent that everythng was in order and all paperwork was correctly issues on that day so now i had to wait 72 hours for payment ( which was a lie because i knew it took about 21 days). no communication after that just everyday messages from sars saying they confirming my banking details. its been 3months and i decided to phone and find out what the hold up was. i waited for more than a hour for a agent to accept the call but after going back and forth with him because he said the agent at promenade never filled correct paperwork i asked him more than 3 times for a number because i wanted to escalate the matter further because now i have to make another appointment with sars just to wait another month for a date to come in and bring more paperwork because that agent never did her job right and he just dropped the call in my ear after being asked several times to put me through to someone higher or to tell me how i can take the matter further. i know of alota people that got fired for call dropping so is this the way sars works nw? if you cant assist someone then you drop the call and get away with it? this is the poorest service ive received so far. sars is quick to deduct late payments and tax owed but when it comes to giving back what is owed then you must wait forever on them. i think its disgusting of agents dropping calls because of escalations and sars employing people that cant do their work properly. i must now wait another 3months on a tax return and thats even more disgusting of them.