SARS/Tax Ombud

I submitted my tax return on the 16/09/2020 and been onto them since my 21 days was up and still haven't had any reply from them, I have even contacted the tax Ombud beginning of this week 30/11/2020 and they don't come back to you as well "so where is Judge Bernard Ngoepe mandate where he stated that "Even if a complaint doesn't fall within our mandate, we don't chase anyone away" You can see that they work for SARS.