4 months wait for retirement funds and paperwork

I retired at the end of October 2020 and completed the necessary forms to have my fund transferred to a living annuity at another financial institution. I sent numerous emails to follow up and so did my financial adviser. It seems emails go back and forth at a delayed pace within Alexander Forbes. On all emails I only received auto-replies. I eventually, threatened to get the help of the ombudsman and write a review on Hello Peter, to which I once again received auto-replies only. On 2 Feb 2021 I decided to lodge a formal complaint which can be done by a call or an online complaint can be lodged. I specifically wanted to make my complaint in writing for me to have a copy. First attempt at online complaint I got a message session expired. Logged in again and this time get this message: Error. An error occurred whilst processing your request. Contact our Customer Center: ***. I then approached our HR department and they also again contacted AF on 2 Feb. Then I eventually received the transfer form required by the new financial institution. The new financial institution completed their section and sent it back to AF. The new financial institution as well as my financial adviser sent numerous emails asking AF for the Actual amount transferred and the tax certificate. That is vital information and documents before the new annuity application may be processed. What an utter and complete frustration!