Requested moving my tax free shares from FNB to tax free Allan Gray account on 13 Sept from TFSTransfers at FNB

Requested moving my tax free shares from FNB to tax free Allan Gray account on 13 Sept from TFSTransfers at FNB. Received response from FNB to sell shares and did so on 21 Sept. All completed paperwork for this transaction was sent through AG to FNB on 29 Sept. Following up on 15 Oct with FNB the reply was that the shares have to be sold first. This was done appropriately a month ago. Can this transfer be given so someone at FNB that knows what they are doing?