Sars payment delay and inconsistent information

I contacted the call centre before the 7-11-2018 and queried what documents I need to update bank details and I was told it is fine to take my Absa bank statement as I have no other proof of address. On the 7th I took off from work and was told at Rissik street branch that I cannot use my Absa bank statement and was given a form.My mother completed the form and I submitted my details at Orlando branch due to time.

When I called the call centre on the 19th for feedback the told me there was no feedback ,no notes for me for the 7th and asked me for a case number of which I was not given.i then went back to SARS Rissik street on the 21-11-2018 and the lady showed me everything that was done on the 7-11-2018 and gave me a case number. I am still waiting for my returns to be paid out and had to take off work twice due to SARS.When is the payment going to be done ? and why is information given to us not consistent?