Empty promises and bad service

For 20+ years I invested my pension fund through the Glazier platform. Almost 2 weeks ago, I have given Glazier an order to transfer the value of the funds to Sanlam Life for the purchase of a life annuity. I was expecting 2-3 days for the sale of Units, tax directive, and transfer to a sister company. As it stands today, the units are not cashed and the transfer date looks to be in the next decade! This, while Sanlam send marketing material to us clients, boasting a 'Promise to bring Financial Surity' yet we are left with bad, bad service levels and facing the risks of market crashes!