Thanks for the perspective. It would explain a lot if they've structured (read fractured) their processes this way.What I have found during my recent 6 month "battle" with SARS (to correct RA amount) is that they have different internal systems outsourced to different providers and it takes them a while to sync at times. Yours also could be one of those data points that didn't work as you got return but other system is probably not in sync.
Weird part is when my incident was escalated (after 21 working days - no audit), they could not tell me the next deadline. "Just wait for SARS" they said. It's a joke man.