SARS REFUND

I submitted my tax return in September 2018, I was asked to submit my documentation for review of which I did however my refund has not been paid to date. I have been calling every week and I have been told by the consultants that this has been forwarded to their team leaders and it’s been escalated and under investigation, no contact till date with any feedback. This is really frustrating because I haven't been told what the issue is and the documents I submitted can be seen on the system.