Poor responses to enquiries

I have just moved my living annuity from Allan Gray (managed by Investonline) because I had been steadily losing money since 2017. After having read the mainly positive reviews on Hellopeter, I decided to move to 10X. Things seemed to progress quite well until Allan Gray sent an email to me and the 10X take-on department requesting where the signed documents I'd sent to 10X about a week before were. Coincidently, the next day Allan Gray acknowledged receipt of the docs. I wonder if they'd been sitting at 10X take-on for a week? After that all the standard steps seemed to take place and on the 25th February 2022 I enquired when I would receive my monthly drawdown, as I seemed to be in no-mans-land because I had a zero living annuity balance at both Allan Gray and 10X. On my second query about this I was told that payment would be arranged but was not given a date. I enquired again and after a second email was told by the end of this week (today). I highly doubt this will happen. It seems to me if it is a standard procedure it more or less goes OK. If you ask an individual question it just ISN'T answered the first time. I see the founder of 10X has left and it is now owned by Old Mutual from what I can see (please correct me if I'm wrong). I hope this service level isn't an indicator of disinterested big business attitudes starting to take effect.