Sars is a ****

Firstly I would just like to express how disappointed I am with their service and staff. On the 4th of August I submitted a complaint after dealing with one of their contact center team managers and this was rejected because apparently my claim was still within SLA. The actual complaint wasn't even about the claim but it was mostly about your staff's competence. I get the feeling that no one even bothered to look at that complaint it was just rejected because the claim was still within SLA. So does this mean that your employees are allowed to treat customers however they want and be rude because you guys won't look into it as it's still within SLA? This is abit absurd and I will be taking it up with the Ombudsman. Now back to my complaint On the 17th of July 2024 I received an email stating that I needed to verify my bank details which I submitted. Well it's outside of SLA now and I still don't know what's happening? When SARS initially made contact on the 17th of July, email confirmed it would be resolved within 21 working days and it's now outside of that period?

On the 21st of August I called their complaints line and waited for over 2 hours to speak to Mohammed who sounded unsure of the information he was giving me. After 30 minutes on that call he told me that my case was reassigned to the risk management team on the 18th of August which is an internal process and it will take 21 working days now again to resolve. I was told the same thing on the 8th of August yet he is telling me it was only reassigned on the 18th. Everytime I speak to someone I am told a different story and every time I complain about this it gets automatically rejected because the case is within SLA. As far as I'm concerned the case has been outside of SLA for sometime now and it would really be nice if Sars can actually provide updates on what's really happening instead of having to wait for hours everytime I try to call and then get to speak to a call center agent that can't really confirm the issue. Your service is appalling.

The worst part is this I've actually been dealing with this since last year and eventually just decided to let it go back then but I'm not letting it go this time around. If it means I must escalate to the ombudsman to get a resolution that's exactly what I am gonna do!!