Unfair treatment

I filled for income tax, it was approved and i was charged. then somehow the system flagged that I hadn't submitted. I submitted again then got charged twice. I filed for a refund. I got notification a month later that my refund is due to me, but I need to pay penalties first before it can be credited to me. I did. A month later still no refund. I call to enquire their bot cant verify me and kicks me out. I fail to get through a consultant. so I post a query on their website. I finally call again, press options for other services, get a consultant. only to be told that because I sent a query on their website I need to wait another 21 days