SARS not doing their job

After submitting a complaint and enquiring the status of my claim (refund due to me) all the consultant could tell me was that they have 21 working days to resolve a complaint...this comes after originally submitting a claim and be requested to submit documents, then after 21 days, asked to submit documentation again....and then after calling after 21 working days and no response....was told the matter will be escalated and i will receive a response within 2-5 working days, i lay a complaint and they have the audacity to tell me i must wait another 21 working days.....come on....what service is this. They collect their money like clockwork, they get their money from my income before i even receive my income and this is the SERVICE that i get. How is this even allowed.