No response at all for transfer

I want to move my current RA ( ********** 45) from Old Mutual to 10x investments - I instructed 10x on this issue in August. They sent a request to ********** on 24 August and 4 further follow ups. To date there has been no response from Old Mutual. On Thursday 12 Oct I escalated this complaint to ********** after calling the Service call centre and speaking to Yasmeen who said she could find no record of this request on her system. This is my money that I want to transfer under a legal framework for the industry and I find the time taken and the lack of response disgusting and concerning. Please help.