Share Investment Team and Tax-Free Transfers are TERRIBLE

A simple transfer of shares from my TFSA to another provider has turned into hours of phonecalls, haggling and hand-holding just to get the process moving forward and now its stalled indefintely.

Somehow after finally getting hold of the required transfer certificate with me sending this directly, the receiving provider cannot track the funds. Must I assume my money is now lost?

These documents were supposedly sent to the provider three different times by the shares team. The service rep on the phone eventually tells me me "some people can't send them so I'll have to ask around and try various machines" What kinda process is this? When will I receive the money it's been 2 weeks?