Sars not resolving my reduced assessment after 40 days

Good day

I did my E - filing only to find out I did an error of not including my medical details ended owing SARS 19 000, I went to Pretoria Branch on the 20 January was told that my query will be resolved by the after 21 days, still waiting for the query to be resolved when I called, consultants will be telling me it was escalated and it was suppose to have been resolved, I ended making arrangements avoiding to be garnished. I am not getting any help from call centre, I cannot be reffered to escalation department, it's like people are not willing to work and assist