SARS REFUND WAITING PERIOD

I submitted my Sars return when the Tax season opened, I was requested to submit supporting documents which I did its been way more than 21 days after I was selected for an Audit and I am due for a refund, but even despite the fact that the call centre agents log escalations and i log complaints on SARS , when i phone all i am being told as its ongoing and I have to wait , its been more than 30 days ongoing why is there a 21 day waiting period if its not being adhered to and the length of the wait just keeps lengthening ? Why is Sars giving false hope to those that is due for refund?