Refund and document

Im very dissapointed with this agency i submitted my irp5 on this date 2016/08/11 and paid the amount of R500 helped by the lady called Cindy.This lady was willing to help me as Sars said i need to update my details but unfortunetly she resigned before she can help me,now im strangling to get help as im calling the Shop and also called the manager by the name of Herman,he promised to help me still waiting .I asked for my money and my documents so that i can submit by my self before closing date.I dont know what is hard to help me or give me what i want or its because im black?