(comments here only from personal experience of LD )
Before the conference call (bear with me a couple of minutes sca--) I would check one other thing.
In the company I used to work for, in a previous 401k structure they had the following pieces. (I am just going to give descriptions-my eyes glazed with the technical names and I can't remember them)
In the employer company-the plan administrator-in our case the CFO.
Outside the employer company "in the money"
A company that handled all the records of the employees-who was eligible-when eligible-accepted/declined and so on. They also had a record of the amounts each employee had in the plan and the vesting %'s.
Then there was a second company that did the investment advising. They had somebody come to the employer company quarterly or semiannually and talk about the importance of saving for retirement-etc. some of the investment options involved using them to manage your money.
Then there was a third company-I think it was Charles Schwab-that actually warehoused the money.
All three of those companies got "cuts" of MY money somewhere along the line. (nasty aside-I noticed that they ALWAYS got "theirs" regardless of whether or not the market provided me "mine".
Anyway-in that particular plan management structure-the plan administrator had to approve ALL changes relating to employees and their balances. The employer company often had employees that would communicate with the "away from the employer"-"out of town office" of the company that kept the records asking for loans, partial distributions, post separation distributions, etc. In our case the record keeping company would acknowledge the receipt of those inquires to the employee/former employee, but the paperwork would always come back to our office for the CFO's (as plan administrator's) signature before the record keeping company could do anything.
(And, at least in a relatively small plan, the plan administrator may actually welcome the distribution because it is a PIA to meet all of the required report distributions to a "far flung" group of former employees.)
I am learning-to my dismay-that many things about retirement and it's financial issues are not simple, but it is (remotely?) possible that the solution to your situation may be to find out who/where the plan administrator is and have your client provide another set of (current) plan forms directly to the plan administrator requesting distribution to the new place you want the money to go to. (In our case at least, when stuff came into the employer company's office to the plan administrator-and it involved distributions-it was processed and passed on promptly. )
Sorry about the length of the post-didn't know how to convey the idea more concisely because I don't know what is important and what isn't.