Definitely Telviva Touchpoint - Real-time IM Service.
Having to support over 30 000 users has it's constraints but the most frustrating one is the response time a user has to wait for help-desk after logging a service request. Because of it's real-time capability and free cost for users...
What your company is doing is fraud, I would report them to SARS if I were you.
Where have they been keeping the PAYE deducted from your pay? Go to SARS with your payslip from March 2018 up to Feb 2019 and ask them to assist you to file your return.
Unfortunately the call center won't be assisting with 2019 returns before the official assessment period, try them on July 1st and ask what's the reason for the stopper.
Did you perhaps change any contact or banking details for this return?
The notice of assessment will say 31/01/2020, that's just a default date for all returns. If you submitted today and have not been selected for verification, you need to check your SOA tomorrow morning for a refund date.
My electronic refund date is 27/06 on my SOA. I submitted my return yesterday with a change of banking details and was never requested to go in at a branch with confirmation documents. I’m impressed SARS!