Poor service by Momentum Retirement Administrators

I resigned from my employer and informed Momentum Retirement Administrators to transfer my benefit to my Retirement Annuity. Two days after submitting the transfer form, I followed up and was advised that the TAT is about 48 hours and that the instruction has not yet been allocated. Today I call and spoke to Surita who told me that I needed to submit a benefit form, which was not sent to me previously. In addition I asked why was I not contacted about the requirements and she informed me that because I did not submit the benefit form, no instruction was triggered. Does it means you were just going to ignore my emails ? Now she sent me the form and advised that my instruction will be processed in January 2020. Not acceptable !