SARS does not honour their own turn-around times. Very poor service!

I submitted my tax return on the 14th of August & provided all supporting documents for the review, which I was advised would take 21 working days. I escalated the matter after the days had lapsed & advised that there is no turn-around time allotted to escalations (you ask yourself, then what's the point of an escalation); following a lack of feedback I filed a complaint, which I was advised has a turn-around of 21 days. This is absolutely ludicrous & appalling!