As the retirement account provider, I've made mult...

As the retirement account provider, I've made multiple calls to try and make changes to the account and although everything is in order on the Charles Schwab, Alliance Pension Consultants are the provider (who I need to contact for the account), they say they can't pull up my account by ss# (which is they only way they can look up an account...) but provide no other option/help/next steps. Customer service is poor, do not recommend!