SARS won’t refund me

I am not impressed with the way SARS is handling my refund. A tax Practioner filed my returns almost 2 months ago and to this day I have not received my refund. I have tried several times to call their help centre but they put me on hold for a long time until my airtime runs out. I called yesterday and I was number 326 on the line until my R50 airtime ran out. This is not fair because all the documents they needed were submitted, so why won’t they refund me?