Terrible financial service

How is it possible that in 8 months yo cannot manage to cancel a Retirement Annuity and to either transfer the money to my Living annuity or deduct tax and pay out the rest. even if its under R10 000. you are supposed to be a financial institution advising client. I used to be in IT and even I can figure out the logic as to how this should be done. even after documents was submitted by my financial planner, there is still issues. I had enough. next step is ombudsman