Was just told, "You have to understand" when discu...

Was just told, "You have to understand" when discussing why we can't get my wife's retirement check properly sent to another financial institution (why are we still mailing checks in 2020?). So thousands of dollars of our retirement are missing and it's my fault for not understanding? Also, when we keep sending correspondence/calling, why has nobody called to let us know that you no longer have our finances? We're following YOUR process! Horrible customer service...can't believe this institution is still used by USG.