total incompetence

I app**** for a tax directive as I am working on commission on the 5t of Feb 2016, I filled in the form and submitted it to the lady as well as the request from my employer. They gave me a case number *** and said It can take 21 days. I know how terrible the service at SARS is as well as the attitude so I follow up today, 22 Feb 2016, case numbers for 2 calls made: *** (where I had to tell the clerk a few times this is for the tax year ending 28 Feb 2017 - service hopeless, so I phoned again case number *** - this clerk was more intelligent but after I had to hold on for an aweful long time, she said it was declined because there was no documents. In short, this means I must go back - spend the morning at their office, endure their ****** attitude again, just to get a tax directive. Now it is going to take 21 days (working days) again to get this directive - I cant understand how they can take the documents from me, make copies for me, and then tell me the documents are missing. It is just terrible the service and what we must endure from SARS, they also help their \own\" people first, and we have to smile and take it. Can you please help and assist me "