SARS POOR SERVICE AND INEFFECTUIVE COMMUNICATION - FRUSTRATED TAX PAYER

SARS service and communication to Tax-payers is average at best. Filing a tax return, a process that began on the 2 July has been challenging and extremely frustrating. I am due a substatial refund however, my concern has been with SARS ability to adequately service Tax payers who agree to an Auto assessment, then ask why take us through the process.

Context and experience while using SARS efiling: 1. agreed to auto assessment (2nd July) 2. submitted necessary documentation following the request from SARS (4th July) 3. Received communication of that i will undergo a verification (case no. ***) 4. Received communication that verification case has been allocated to SARS official (5th Jul) 5. Escalated matter after 2 weeks requesting feedback (NO RESPONSE) 6. Received communication that verification process started (18th Jul) 7. Received communication that case has been allocated to SARS official (25th Jul) 8. Paid a visit to branch in Randburg to enquire and after 2 hours, i got very little feeback as to where process is (28th Jul) 9. Received a call from SARS official verifying information that had twice previously been sent through. She agreed to finalize process at the end of call (29th Jul) 10.Received communication that verification process has been allocated to SARS Official. (29th Jul) 11, Received COMPLETION Letter stating verification has been finalized without changes (29th Jul) 12. Received FINALISED WITHOUT CHANGES Letter. (29th Jul) 13. Received communication that verification process has been allocated to SARS Official. (30th Jul)

All this bewilders me and is difficult to know exactly where the process is or when you will receive your refund. I have passed 21 days for verification timeline that SARS communicates, and my status is complaint in all regard. I have received NO comms on process going forward - it has become "file and pray" that you are successful.

SARS reverberates an ineffective process - zero automation, poor service and lack of professionalism. VERY FRUSTRATING...