Unhelpful, not user friendly , Overcharging services

You make a booking and cannot be assisted when they call you back because their system is not working at that point, you go on to the website to do a submission for re-mission for penalties charged exorbitantly R20000, i cant because it says waiting for a form to load , everything prohibiting me to appeal that they should waver these huge amount of penalty fees that was not my fault , i am unemployed , people did not submit for years and dont get charged such exorbitant amounts and nobody can assist me with the remission process!