Unprofessional service at SARS

I phoned SARS requesting assistance with my efilling password, my log ins were sent to me via email however I was not successful in resetting my password. I gave up after a couple of attempts. I later phoned the call center and was notified that I was actually not even registered for e filling and proceeded with the registration, my refund required for me to submit my personal documents to the branch. I submitted my documents in January and was told to wait 21 days for my refund to be transferred into my account as my banking details had changed. After 21 days I phone the call center to follow up on the query and the consultant advises that my case was closed as i had insufficient documents, I went and sat at the branch for an hour and the consultant assured me that my refund would reflect in my account after 21 days only to have them tell me that my case has now been closed because my proof of residence was on a statement and not a separate letter. Why was I not told that they required the proof of residence differently at the time and only hearing this now when I follow up on the case. The level of professionalism is disgusting and its not the first time. The agents really need good and consistent training.