Old Mutual does not want to do my RA Transfer

I have decided to move my Retirement Annuity from Old Mutual to another company (Purple Group-Easy Equities). I followed all the steps that Old Mutual said are to be followed as part of the Section 14 transfer process. Purple Group informed Old Mutual on 29 August 2020 that I wish to transfer my RA which I had since August 2008 to the EasyEquities RA Fund. On 18 September 2020 Purple Group had to send another email to Old Mutual reminding them of my request since it appears that they did not do anything about this transfer request. I need this transfer to processed urgently and Old Mutuall's business ethics is the stumbling block. When is Old Mutual Service Centre going to reply to emails sent to them?