TFSA transfer terrible service, no solutions

I have been trying to transfer my TFSA from FNB to another financial institution. I have submitted all the documents required, the last e-mail I sent was on 20 January, with a promised reply within 48h - as of today still nothing. This whole process was initiated early December. Including multiple call centre calls with no solution or outcome. Going to a branch also did not solve the problem because the branch does not deal with TFSA's. What must I do? Seriously FNB, I have been a customer since 2002.