SARS delaying refund payout!!

I have a refund due from SARS. It has been a nightmare. My tax number is *** . I have sent supporting documents, and was advised that the stopper would be lifted. Instead I keep receiving messages stating that my refund is on hold due to a penalty. I have made numerous calls requesting for part of the refund amount to be used. All the calls that I have made to the call center , the agents are unhelpful and keep telling me different stories.