Delays in document processing and assistance

I retired in May with some colleagues and hired a financial advisor to help with my post-retirement setup. Unfortunately, my advisor and his team have faced constant issues with Sanlam wrt getting our funds allocated and have had endless issues where Sanlam has not provided the necessary documentation after being requested to do so, multiple times. Despite Sanlam's reputable name as a large corporation, the process has been frustrating and has now been going on for about 4 months without any indication as to when the issues will be resolved. I've been waiting for our income for about 4 months without any feedback wrt these delays (via my advisor). I expected better from the team at Sanlam after having managed my retirement funds for many years.