Sanlam intermediary does not know what to do with a ROT

Services received from sanlam life are appalling. I've requested for funds to be transferred from my provident fund to my RA. A ROT was sent to my intermediary on 22 March 2024 which she did not respond to until I called her then she told me that she does not know what to do with the ROT. I've had a very unfruitful back and forth with sanlam and I am very dissapointed.