F&G life review: Annuity disbursement

My husband has an annuity that performed so poorly and we decided to take a small portion of disbursement of what we are allowed. Started on june 26th, on June 29th our financial advisor called to check on it, and they needed husbands license even though we sent that. July 1st call, we had the wrong zip code which they corrected(we have never entered our zip, they did when we updated our address when we moved, this was an input error on their part. No worries it should be a few more days since the correction no later than July 6th, since its a wire transfer. July 8th no deposit, our advisor checks, and the payment should be here in 22-3 days. Friday the 10th no deposit, give it til Monday were told. Monday supervisor is fast tracking it ? We will have it in 48-72 hours so no later than Friday the 17th, No deposit on Friday the 17th, (we are late on something important) we ask for the IMAD/OMAD to track it because my bank has no transfer, not in fraud department (due to zipcode ?) not anywhere, My financial guy calls, at 11pm their time, no one in accounting to get that number, if its not there by Monday we will get the tracking number. July 20th my financial advisor calls, waits on hold forever, they cant find? the tracking number, a supervisor will be checking into it, and to call back tomorrow.
If no one in upper management can find the number there is a problem. I am reporting this to our State Insurance Department, Better Business
Bureau, and at this point, I have actually been waiting for 17 days for a wire transfer that should take 5-7 business days tops. I feel they are doing this deliberately and this is our money. I have seen that there is several others with similar situations. I feel this needs to be looked into more.