Tax return turn around time expired and now escalation

I submitted my tax returns at the start of the tax return season with all the necessary document including a bank statement for a whole year. I had owed SARS money from the previous tax year of which i settled shortly before submitting my new year returns. I have since been waiting for payout by SARS. Upon calling the centre it is only then they realized the audit period had expired and only then was the matter escalated. Now i have been told to wait until something happens: theres no turn around time, no accountable person to contact, no one knows about the progress of my case. There is no time frame regarding escalation, no one to contact except the customer service centre where i get case number upon case number.

SARS where is the accountability? Especially when i have submitted everything on my end and even paid you what I supposedly owed, despite knowing it was an error in your calculations.

Unhappy taxpayer