Sars tax refund delay tactics

My experience with the SARS is really bad. I have done everything requested by SARS. Sometimes they tell u they have 21days to resolve cases and now suddenly they have no turn around time. Which means they can take 2years to resolve a case. I'm sorry but that is just not acceptable. Because to me it sounds like SARS is not working. I have gone to the branch several times and I call the contact center everyday sometimes 2 or 3 times a day.There is no way forward on my case. Please help