Merrill Lynch review: 401K Plan

I wanted to roll-over my 401K plan into an IRA. When I tried to do so, I was told there was a "hold" on my account, which prevented them from processing a roll-over. I had never gotten any prior indication from Merrill that there was a hold on my account. They gave me a number to call for Morneau-Shepell (a law firm?) to explain the hold. I called Morneau and they had no record of a hold. So, I called Merrill back with a reference number from Morneau-Shepell saying they had no record of a hold. Still, Merrill would not release the hold nor could they explain why it was there in the first place. I was told they would need to research it and get back to me in 2-3 days. This is crazy. They are holding my money without any explanation why, and I need to wait for them to figure that out. I get all sorts of useless stuff on my 401K, but the fact that I no longer control my own account does not qualify for any disclosure to me. At best, it is terrible customer service. At worst, it seems criminal.