I have been having a similar problem with the same registrar... I am trying to transfer it away from people who are clueless about the process. Mr. W's questions are dead on.
First problem was that it was renewed shortly before we tried to transfer (argh), so it was rejected. We waited the 60 days and tried again, but it is locked and the current holders are clueless about how to unlock it. They don't remember their password, and it doesn't help that their tech support is so difficult to get through to.
So this process has been agonizingly slow and difficult. But if you can rule out those two issues, chances are you'll get it moved. Hopefully, so will I.
Good luck!