RFS Administration customer service Complaint

During the Covid pandemic I went through sequestration and changed jobs, with the said company I moved from we had an RFS provident fund which paid out, we supplied the tax number we had at that time for the fund to pay out. Almost 2 years later SARS caught up with paper work and cancelled my old tax number back dated to before the provident fund paid out and issued a new tax number, they cancelled all the IRP5s that was submitted and we ad to resubmit them on the new tax number.

After realising that tax year 2022 does not want to submit. We had a meeting with the head consultant of the Tax Practitioners Unit at SARS who informed us that the problem that lies with the IRP5 is that the tax directive nr was issued on the old tax number, which has been cancelled. The IRP5 reflects on my ITR12 but the ITR12 cannot be submitted as the directive refers to the old number. They advised that the fund needs to reverse the IRP5 and issue a new one on the new tax number. We asked if we could submit without the IRP5 but the system does not allow it, it requires us to submit the IRP5 with the tax directive number on the new tax number and not the old tax number.

We contacted the fund regarding this issue. After many correspondences going back and forth with the Funds saying they cannot reverse and reissues and SARS saying they can and have to, they advised they were able to speak to a consultant at SARS regarding the issue to explain why they cannot (they cannot supply a reference number for the call made).

Now we cannot submit this tax year at all because of this issue and the fund just refuses to even try and help us and with us not being able to submit SARS fines us every month because it is not submitted, and we cannot submit because of the Tax directive number being on the old tax number and not the new one.

This is very poor customer service and the lady that we dealt with is abrupt and unhelpful..