SARS- No turnaround time? Unacceptable

I have submitted my tax return on 30th of August. The time for audit is 21 working days. That had passed. A case was logged and escalated by 3 October. I called the SARS contact centre today - 10/10/2018 and spoke to a contact centre agent and team leader, who tells me that someone should have contacted me 24 hours after my escalation was raised on the 3/10/2018 and then went on to say that someone should have contacted me 2 working days after the escalation was raised on the 3/10/018. It has now been 5 working days and still no contact. My frustration lies in the fact that they had basically told me that they have no idea when someone will contact me and that there is no real turn around time. I understand that it is tax season and they are busy. However, we all have a job to do. I just want an update and a turn around time. That way, I don't call every week and waste their time and my own.