Transfer of retirements funds to a living annuity

I have been working on transfer of funds from a retirement annuity to a living annuity with another institution this has been going on since February this year and after consultation with several personal including their Wealth call centre this has yet to be finalised. Disgusting service and turn around times. The client is losing on market movement and weakening ZAR. They also messed up on one of the clients 1/3 cash withdrawals.