Empower Retirement review: Death benefit disbursement

Received original disbursement from 401K account sometime in 2021 upon family members death in December 2020. Sometime thereafter profit sharing funds were placed into the deceased's account. Apparently deceased was entitled to this money. Empower never informed beneficiaries of the funds until sent 1099 form was received in early 2023. In speaking to Empower they informed beneficiaries that money was headed to escheatment and needed to file a new beneficiary form. Money would be forthcoming in 3-4 weeks. Mailed forms on May 1, 2023. No money. Now October 2023 and Empower provides different answer with each phone call, there have been seven such calls. Money is now in escheatment and Empower not sure how this happened and whether to send to estate or beneficiaries. New beneficiary forms were mailed by Empower but then say not to complete via phone conversation in October 2023. Representative now saying money can't go to beneficiaries, but only the estate because it's in escheatment. However, I did not create this problem and provided all the paperwork and beneficiary forms presumably before the money was in escheatment. It's a never ending circle of inaccurate information with every call and no contact person to help facilitate a solution.