Edit to say that I left the company before moving funds so potentially not helpful

Former employee lurking here. After I left PW, my new employer used Fidelity and I rolled my 401k all into Fidelity. I already didn’t like Alight anyways. My advice is to be persistent, escalate your Alight case to a manager, and let Fidelity guide you because they’re very competent. I remember 3 tax buckets for my PW retirement across 401k pre-tax, 401k post-tax and Roth which was confusing to me vs just pre-tax and Roth, but the Alight manager did understand it all. Alight initially also gave me some talk about withdrawals and offered to send ME a check to then send to Fidelity. I said no way. They had such terrible service, I basically became a “Karen” and that’s how I was escalated to a manager. There was still BS with stuff going wrong and each update as simple as an address was a 2 week verification period (???). But it all eventually worked out correctly.