SARS wont pay my refund and finalise my audit because their auditors are on annual leave according to the call centre.

I app**** and completed my tax return in Nov 2020, which then ended up being Audited, I was then advised that it will take 21 working days to conclude. I was also asked to send supporting documents and told that I have 2 days to send those documents otherwise I would be penalised. I was also sent 2x letters of correspondence advising that I upload and send the supporting documents. I uploaded my documents via ufiling and emailed it on the 3rd of Dec 2020 just to ensure that it is received. I was not sent any confirmation of my documentation being received or reviewed. I then called and was advised that SARS are still within their 21 day period and that my audit will be concluded and I will be notified should they need any further documents. I then waited my 21 days and was patient as I was told. On Day 22 which was the 6th Jan 2021 I have still not received an notification and my status on my filing still showed up as my refund being on hold due to the audit. I called SARS and holded for almost 3 hours until I got someone on the line. I was then told that my audit should have been finalised as it was out of the 21 day period and that all documentation has been received and that I should receive my refund within the next 24 to 48 hours also she advised that I will receive a call from the operations manager on the same day and receive a sms or email confirming the payment. Today is the 11th Jan 2021 and I have received no notifications via email or sms, no calls from any operations managers and my status still shows that my refund is on hold due to my tax return being audited. I called SARS today to advised to advised that they are now 6 days over the 21 day auditing period and I was told the following - Your Audit has not been finalised because all the Auditors are on annual leave. When they come back from leave they will only then look at your case and audit it. When I advised that they are out of the 21 day period and that this audit was now overdue I was told that I will have to wait for them to come back from their annual leave. When I asked of this can be escalated I was advised that should I complain or escalate the matter that it will take a further 21 days waiting period. When I asked of there was a direct line for auditor or a manager I could call or email, I was told that no 1 is allowed to speak to an Auditor or Manager of SARS. Now, I have been retrentched due to covid and I was then told that I have to complete my tax return which was then audited after there was a clear indication that I had a refund. When I needed to submit and send supporting documents I was pressured and bul**** by SARS and threatened with turnaround times and being penalized. But now SARS are out of their timeframe and nothing is being done about it. I am not able to complain or escalate otherwise I will be punished with another 21 days waiting period, I am not able to communicate with then because they are protected from the public. Is this fair? We as the public gets bul**** by SARS but when they in the wrong it is just swept under the mat and nothing gets done about it. I really need my refund and I have been patient, if anyone can assist me in this regard. Please help.