Sars call centre employees no clue what they say

I did my Income tax and submit it on my efiling.First i saw there must be something wrong because i always get something back from sars but not this year. I saw that my medical aid contributions were not on the form and after fixing that i calculate again and saw that the amount i wil get look much more better. Then they send me a mail saying they need my medical tax certificate. I emailed it to them. Few days later they wanted bank statements as prove that i dkd pay my medical aid. I emailed that to them as well. In the meantime i spoke to about 5 people after holding on for many minutes or logged a call back. One lady told me there were no documents on that reference nr they gave me and after giving her another ref nr she saw al the focuments that i send. But it must go to the auditors and i did send it but not recueved yet. I spoke to atleast 6 people at sars and everyone say something different. Now i dont no whats going on because everytime i speak to someone its a different story. How difficult cant i be to give my documents to the right peope at Sars. How lo g will this take. One year? 2?