Fidelity Investments complaint: Inherited beneficiary to an account

My brother Randy L. passed away. Randy has an account with Fidelity which is now under Reference W043817-310CT22. I am his sister Kari L. and the trustee of his trust. I have forwarded my federal id, a copy of the trust showing I am trustee and a copy of his death certificate twice since they lost the forms the first time.

I have been in contact with Fidelity on the following dates:

8/19/22, They will mail out a beneficiary packet
9/1/22 its in process and will reach out to me
9/7/22 mailed packet, 91822 Fidelity is checking on survivors check list.
9/27/22 mailed documents back.
10/4/22 called and no information available working on it
10/13/22 l called again and they will reach out to me.
10/18/22 working on it at the back end.
10/24/22 they don’t know what to do with any of the forms I sent them. I was instructed to send a letter of instruction with Randy’s name dob and my information instructing them what I need and to advise them to create an acct for the estate.

11/4/22 I called and the paperwork was scanned in on 10/31/22.
11/11/22 talked to Austin he said they need my drivers license and will call me back with more info. No call was returned. Received a letter on 111222 stating TRUST is not a named beneficiary.

I am the trustee of the trust and have the right to talk to someone and to get the beneficiaries their forms to get their portion set up on a new account. There should be 4 beneficiaries on this acct. Kari L. Tracey, Todd S. Losselyong, Rick L. Losselyong and Kellie J. Szymanski Randy’s siblings. I want a call to discuss this account with someone that is knowledge to handle this inherited account. I appreciate your attention.