SARS is downright abusive to its customers- 0% customer service

I am at my wits end with SARS - i first logged my tax return in mid October- and we are still doing the marry go round to date - i.e a tax refund follow up/ direct me on where to escalate this - case ***, and case *** was logged again by my tax practitioner as a follow up saying we are over 21 days - the 1st request was logged on 19 October - why do i have to fight for my hard earned money? Money was paid ,then reversed even though i submitted docs to change banking details. The call center is just a useless money guzler as u will only get through to an agent one day when jesus comes - i am pleading, can i please get my money back with the same speed you took it from me. This is customer abuse at its best - kids school fees are not paid because of this unnecessary delay - so i cant secure thier school for January. If there is anyone in there who cares about customer service - please help.