SARS service appaulling

Have registered my son for efiling. Then had to get documents to authenticate. He cannot take time off work so have called SARS for 16min and 18:47min and on both occasions get cut off. Have 5 case numbers and all I want is to know why I cannot upload the required certified docs onto the site. Why do I have to stand and wait 2 hours to drop off docs for authentification of registration. No wonder the state is in the mess they are in and cannot collect taxes. When I have even asked for call backs when I answer the phone the line is dead so even trying to save my money does not help. Now I would rather just wait for them to arrive as they are not interested, so why should I bother when I am trying to do the right thing.