Sars online service is poor

This is with regards to the online booking system. I call to make a booking for my mother as she needs to take in a letter of authority and have been given the run around since 2021. I spoke to a gentleman by the name of Sandile Dlamini and he advised that he cannot make a booking for me as he needs to speak to my mother. I have been making bookings since last year with no problem, but this morning I was told he need to speak to my mother. I then dropped the phone and called back which I was on the line holding for 10 min. So they also not in a hurry to help clients, but I called back and got the appointment. So my problem is that this Sandile doesn't want to work or he just didn't feel the need to assist me. I told him I have been making bookings on behalf of my mother since last year and never did someone tell me they need to speak to my mother regarding the making of a booking. I just feel that this is not right coming from someone who sits in front of a computer just to check for availability. I am furious and even want to report him to his manager, because it is his job to answer calls and help clients.