terrible service

i submitted a tax refund on the 21 jan 2021 and changed my banking details , instead of being told to log another request with supporting docs they didnt , only 2 weeks later when i notice the refund was not in my account i called to find out and was told i need to book an appointment to submit documents. on the phone i was given wrong information and told i needed to submit a selfie holding a bank card , after i submitted on case *** i then received a call to tell me the docs were wrong and i needed to submit a selfie holding an id book , i then created another case *** with the correct selfie , i did not receive any feedback until i decided to call the call centre only to be told they cannot locate my case , and 3 weeks later i was then told to go to the branch as the case was cancelled, i went to orlando branch on the 23/02/201 and was told i needed to log in a new request