SARS INCOME TAX ****

Last year February and November I had to pay penalties for last submission not knowing that I overpaid Sars by mistake now my money is floating in cloud when I call the consultant say I should provide proof of payment to show that I overpaid yet they all tell me that I have money that they need to refund me I just don't understand, I paid my dues or yet overpaid my dues now they don't want with my money they taking me from pillar to post, I need to submit unnecessary documents for my money to be released this is now over a month, WHAT A ****!!!