Shocking Service From South African Revenue Service

I submitted my returns an the as*****t shows that I am due a refund. I waited out the 21 day period which SARS says that it takes them to process a refund. Needless to say, no payment from SARS. I then contacted them to betold that there was a hold on the account as there was a problem with my account. They told me that I needed to upload certain documents. To do this, one needs to make an appointment via their website. I have tried on numerous occasions to do this, but their system jut does nor work. I have reported this matter to SARS both telephically and in writing - I was told that there is noting that they ca do and I wiould just have to wait.