SARS service failure

I am so disappointed at the service level that the SARS agents I have been dealing with from the beginning of my struggle to sort out my refund SARS owes me. The SARS website did not want to accept my Discovery Bank details, so I had to change my banking details to another bank. I was speaking to an agent while doing this; the agent did not inform me I need to submit documentatio. When I phoned SARS again on the 26th of September 2022 I was told there is a "Special Stopper" on my account for I needed to submit the not previously mentioned documentation. I was given a telephonic engagement appointment for the 4th of October 2022 at 10h30. Nothing happened. On the 4th of October 2022 I phoned the SARS call center 20 min later and I was told I'll just had to wait. At 14h15 still no call. I phoned the SARS Complaints Management Office to request answers. When the agent looked up on the system, he said no one had been allocated yet. I then asked to speak to a manager, but the agent said he is working from home so he can't transfer me to anyone and the call ended. The time I am writing this Complaint it is 15h19 - no one has phoned me. No one from SARS has helped me. The website is full of "We want to provide you with a high standard service". What bull. Perhaps the agents working for SARS needs to go for training at the Discovery callcentre - there the person who answers the phone makes you feel heard, and helped.