Shocking service

I had a pension fund with Sanlam which I requested to be transferred to Allan Gray in August after I left my previous employer. I received a call from Sanlam at the end of August to confirm the details of the transfer. Sanlam has in their possession a completed instructions form directing them where the funds should be transferred to. It is now November and I still cannot get that completed instructions form from Sanlam to send to Allan Gray. I have called and emailed several times with no success. Allan Gray has also called Sanlam with no success. I genuinely don't know what other mode of communication I should use to request this document. I also don't know how to get the money owing to me paid over to Allan Gray. I have never experienced this much difficulty in extracting funds from a pension fund when leaving a job.