SARS inconsistency

I've never come across such appalling behavior and customer service that's so poor from SARS. It's sad because the SARS commissioner has no idea on how his employees treat clients yet encourages tax payers to interact with SARS. I started my application process to update my banking details and submitted the necessary supporting documents on the 17th October only to be told yesterday that my case cannot be worked on until a consultant from the branch calls me to verify my documents, that particular consultant is only scheduled to call me on the 11th November only then will I then start the process of waiting for another 21 working days to get my refund. I feel it's extremely unfair that you run around submitting documents on e-filing, SARS website and email documents to them directly to be told that all those efforts are pointless until a consultant from the branch calls to verify your details only then will the 21 working days turn around time will be applicable. I would highly appreciate it if someone from SARS called me and tried assisting me in this regard