Question about the transfer policy

My friend and I are trying to transfer to different stores, but I’m worried I did something wrong because my manager just told my friend that she broke policy with her transfer request. We both contacted the managers at the other stores before speaking with him to see if they had any slots. We filled out our paperwork. All we had left to do was have a conversation with our manager at our home store, so I’m just confused about how she could’ve broken policy if she’s been at our store for over a year, is in good standing, and I would like to avoid breaking policy. Also, the managers at the other stores told us we had to notify him, which we are trying to do. Our manager has the rule not to talk to him on his days off for any reason, or he'll delete your messages, so we've been having to wait until we overlap with him.