SARS back-and-forth submission

SARS has no patience & empathy for the elderly. My mother has been submitting her tax returns on the app, with our help, over and over again. They keep sending a response asking for the same documents. We've even emailed the documents to them. Today (10-01-2023) we went to the Mt Edgecombe branch & the lady that was assisting mom was quite offish to mom & didn't even want to listen to her explanation & sent her off with yet another telephonic appointment, where she will be asked to send the SAME documents. This has proven to be a really frustrating experience & SARS should improve their processes. I sent a complaint on email, all we ever got back was a case number & nothing ever happened again. They ignored me even on Twitter, we are truly on our own