SARS Poor Service and false information

On July 24, 2024, I submitted my tax returns. Subsequently, I was asked to provide supporting documents, including a three-month bank statement, which I submitted. On July 29, I received confirmation that my ITR12 was assessed and finalized without any changes, and a completion letter was issued. However, on July 30 and 31, I received a request to verify my bank details as I was due a refund, these documents were immediately submitted.

According to SARS, the bank verification process should be completed within 21 business days, followed by the refund payment within 72 hours. This timeline indicated that the verification should have been completed by August 29, with the refund expected by September 3.

As I had not received the refund by this date, I contacted the SARS call center multiple times, each time between 45 minutes up to a hour and a half for an agent to assist. On every follow up, I was informed that all documents were correct and received, it was questioned if I can and have counted 21 business working days correctly and the bank verification was still in process. Keep in mind a refund had been paid in previous to the same bank acvount. Despite waiting for a reasonable response, I continued to receive the same information: that the verification was ongoing and someone would contact me.

On September 6, I requested to open a complaint due to the prolonged wait, and the repetitive responses. I provided two cellphone numbers for contact but have yet to receive a valid reason for the delay in my refund.

Additionally, I have made several follow-up calls and sent emails to SARS, but the responses have been unsatisfactory. Each interaction has resulted in the same message: that the verification is still in process and my case has been escalated. Despite assurances that a supervisor would contact me, I have not received any communication explaining the delay.

This service is unacceptable, especially given that SARS states on their telephone hold message and website that refunds will be processed within 21 business days of bank verification, followed by payment within 72 hours. It has now been 34 business days without payment or a valid explanation. This situation is highly disappointing and reflects poorly on the service standards that SARS claims to uphold.