Travelling allowance/ expenses neglected in the tax assessment

In 2020 tax year assessment SARS did not pay my refund in the amount of R19000 and again on the 2021 tax year assessment an amount of R17000 is not paid. I have submitted all the required documentation and what is funny is that an EFT transfer is being made and with a later date reversed. When I made a virtual appointment to understand as to what is happening with my tax assessment, no one comes back to me and make me understand as to what is wrong with my assessment. I feel that as tax payer I have a right to know what is wrong with may submission or lease agreement for vehicle which I use for business purpose is not taken into account