Special Stopper and lack of Communnication

I was at SARS and submitted my tax return the service was poor . The guy that assisted me did not communicate anything with me just as the end of the transaction told me need to send this docs for audit after weeks the audit was completed and I started phoning for my refund everyone just told me wait until one lady took the time and look at my file and advise i need to go back to the branch to submit my banking details and address and since than i have been phoning just to get a different story all the time. I want to know by when will this be sorted. What puzzled me no special stopper was placed when they needed to take from the money they owe me to cover what i owe them.

its really frustrating and they did not even let me know i must bring my docs again. from the first step of going to the offices the unfriendly staff. i just started a job and need to take out time all the time. they gotten the paper work why does it so long . they quick to penalize for late submission

i hope i can be assisted as i already put a complaint in and still no response