SARS Terrible Service!

My aunt left South Africa on the 3rd May 2023 after a month of visiting Cape Town. She has processed her claim for a vat refund on this exact day. December 2023 she asked me to please follow up on her behalf as she still has not received her payment and have no response to her emails. After several calls and emails to both the Vat Refund Agency and the complaints email at SARS, her refund still does not reflect in her account. It is now a month and a half to go until it's a year since the claim was processed.