Very BAD service from such a big institution

I transitioned to a new company in October 2025, and since then, my profile has disappeared from the portal. When I attempt to log in, I receive a message stating, 'We are loading your investments and policy information.' I contacted customer support for assistance and was informed that a Preservation account would be created to allow me access to the portal and facilitate withdrawals if necessary. However, this issue remains unresolved, and I am unable to locate my savings.