401 K retirement rollover question please?

What would you do under this situation? I had a couple of old 401k's from old companies that I never rolled over that had very little in it and then one that had a more in it. I went to a financial institute to roll them over to an investment retirement account. The ones with little in it were sent to them in a week. The other one with more in it, has been given me great difficulties. At first they were not returning my calls and then when they told me I had to wait 2 to 3 weeks and now it has been over a month, say they will probably redistribute the check since they should have gotten it mid April and would call me Monday. I had to call again today and then she puts me on hold and comes back to tell me that I will have to pay 25 fee to stop the check. She then says she will talk to her manager and call me back. When she did call me back she said they would split the fee with me and they would pay 25 and I would pay 20! She never said 45 and says she did. I refuse to pay the fee when it should have been there a long time ago. I guess this is a third party company. She would not tell me who issued the check until I asked her 7 times and would not give me the phone number saying that the people who issue the check do not talk to the participants. It is another company yet. I called my old company who said that I would not have to pay the fee and that they were going to talk to an administrator to get to the bottom of it and re-issue the check without me paying a fee. They will call me back tomorrow. Has anyone ever had this happen and what do you think this 3rd party company is up to? They say the check is missing. They say someone has to pay for it. I pray my old company can get it resolved. Thanks for any kind comments or advice.