SARS document and verification selfie uploading process is a nightmare!!!

I've been trying to get my tax refund processed for the past two weeks. I've spent over 3 hours on the phone with different contact centre agents trying to get my selfie/verification photo uploaded onto the SARS digital platform which has been a nightmare. The first contact centre agent who called me through the call-back option *** was Zoe, she was not helpful at all and put me on hold for 45 minutes until the operating hours lapsed and the call was dropped. The next person was Elina *** she helped me navigate the E-filing page to submit my return and informed me that my bank details were correct on record after she verified me. I asked her if all was now in order, and she agreed and confirmed this and that my refund would be processed in 72 hours, what she didn't do was inform me that SARS needed to verify my bank account (which they have on record), which is now where I'm stuck. I've uploaded the stamped bank account confirmation letter, and my latest proof of residence document but cannot get the useless website to accept my selfie containing the SARS case number and my ID. The next person was Julia who called me from ***, she was not helpful and kept repeating everything I had told her I was struggling with, she suggested that I just drive to the nearest SARS office and tell them that my case is "exceptional" and that they should help me upload the selfie? I told her that she knew that this was not the correct way to do things and that I would not get any help from the security guards there and the staff to which she agreed, so why suggest something to me knowing very well that nothing would come of it except a waste of my petrol and time. For a contact centre agent to say whatever comes to mind to just get a client off the phone is absurd and is indicative of poor training and placement. I also asked Julia what the process is if the call gets cut due to bad reception, and she said I’d have to just call again and start the process again with the next person. It’s clear that these people are placed in these roles just to fill positions and with no intention of actually being helpful, or applying themselves to solve client problems.

On Tuesday the 6th of Aug I used the call-back service again and got a call from Brian ***, he was not helpful at all, after explaining my ordeal to him and highlighting how many people I've spoken to and most importantly WHAT I'M STRUGGLING with he puts me on hold to check if I can take the verification selfie on the SARS website seeing as the pictures taken with my phone kept getting the error message “file could not be converted" he left me on hold for 30 minutes until I dropped the phone. It must also be noted that Julia confidently made me send and attach the same documents to *** after I told her that this would not work because it would trigger a postmaster file-blocking message. I'm still stuck on the same issue, I cannot upload the photo, I have tried to convert this file from JPG/JPEG to PDF to PNG nothing will work, the site gives me the same error message. I'm utterly disappointed with the quality of the contact centre staff, the process, and with SARS in general. There are no appointments available anytime soon and even when you try and submit an appointment online, the appointment always gets cancelled because the verification selfie does not get accepted on the site. So as a tax-paying citizen, what are we supposed to do? If I owed SARS money there wouldn't be any bank verification holds on my bank account then would there? This is unacceptable service and the process needs to be changed. This system is completely outdated and needs to be changed, the banks can’t send a letter directly to them to confirm my bank details because, from a risk perspective, all banks have to password-protect our documents, the sars.org site needs you to remove all password protection on any documents submitted, what happens to the people who don’t have access to technology or computers how are they supposed to facilitate all of this? As things stand I’m sitting waiting for yet another contact centre agent to call me back to make an appointment to get my bank details verification hold removed by submitting this selfie and ID.