SARS not reaponding

I am so frustrated with SARS.This is the first year I fee like I am standing in front of a big brick wall.My tax was submitted early in August as soon as they opened for e filing.Now ai am still waiting for my refund and there is just no way to get an answer to what is going onMy tax consultant submitted all documents.Did the telephone meeting and still nothing.If we phone we get told that we can only escalate after certain date, but its been 2 months almost? Every time we need to hold for more than an hour and the last time my call even got dropped halfway through the conversation 🥴What do I need to do ?