SARS is such a disappointment !!!!!

I filed my tax return in July 2018, where there was money due to me. The consultants initially informed me that my submission was sent for an audit which would be resolved within 21 days. in August I was informed that the case had been escalated. When I asked when it would be resolved I was told that there’s no turnaround time for escalations. This is unbelievable. How can a call Centre not have SLA or turn around times for client refunds. When clients owe SARS money they take what is due to them, yet when they owe clients money they are quick to take it. The service and dishinesty is quite saddening to say the least!!!!!