SARS Poor Service and Incompetence

I completed my 2024 tax returns through the SARS efilling system on the 26 July 2024, everything was completed and received a message that my account has been sent for audit and as such must submit supporting. I submitted the supporting documents the same and later received communication indicating that the review will be completed within 21 working days, which was going to be on the 27 August 2024.

I patiently waited for the 21 working days to pass so that the audit can be completed on my account, unfortunately the 21-working day (27 August 2024) came and passed with no communication from SARS to indicate any progress on the audit. I waited again for communication on the 28 and 29 August, nothing came through and had to check the efilling page to check on the various avenues I should follow in order to get an update on the process. I called the customer service number and was requested to put in my ID number and the reference number of which I did and received information that my query would be resolved within 21 working days and issued another reference number and asked to drop the call or hold for other options.

I instead held for other options and requested to speak to a consultant and issue a third reference number. Held the call in excess of 30 minutes and whilst holding typed my querry on the online platform and there was a request to attach supporting documents which I did. When the consultant was about to assist me, I was told that since I submitted the supporting documents again, then the process will have to be restarted and will have to wait another 21-working days.

I requested the consultant whether they don't have a functionality to delete information in case of a duplication and the *********** consultant informed me that there is nothing that the can do and even if I can visit a SARS branch nothing will be done because the systme has been configured to deal with 21 working days.

I am frustrated by the turn of events because when there is money due to SARS, it gets collected from our accounts within a few days but when money is due to us there is a lot of red tape and delays. There is a lot of bullying and incompetence from SARS. Can the power that be please assist us in getting our issues resolved timeously because this can lead to a lot of frustrations and stress for the taxpayers. Frustrated to the core.