Unprofessional Service and lack of expertise from SARS staff

I am extremely disappointed at the unprofessional service and the staff’s lack of technical knowledge of their own SARS processes. I keep being sent from pillar to post on a refund due to me. I did my e-filing earlier in July 2024. On the 24th of July, I was advised that I had been referred for an audit and also have an outstanding tax return for 2010...which was strange as 2010 is over 14 years ago and I have been filing my returns without this being an issue all these other years. However, I comp**** and uploaded all documents required including the affidavit they required. Then on the 31st of July, I was again told that they couldn't assist me with the 2010 tax return but would have to book an appointment for me to do it telephonically with a SARS consultant. It was a far date and I had to wait for weeks but again was patient throughout the 28 days. Today is finally the date of the appointment, the SARS consultant tells me this tax return cannot be done telephonically because it’s for 2010 and the system doesn’t populate for dates above five years and I would need to come in person but the next available date is the 9th October....which would mean waiting another month for an appointment when I have spoken to two SARS staff who knew the IRP5 is for 2010 and could have booked the correct appointment type to begin with. It's their own process and how can staff members servicing the public not have adequate knowledge to advise the public accordingly? It is such a huge inconvenience and unprofessional. Now I must once again call in again and book a fresh appointment for a date in October, what a waste of time and all this happens while my refund is still withheld because of this 2010 tax return I am being sent from pillar to post on. So unfair, utterly disappointed.