You're sure it's his name on the 1099R?

Was the 401k account at Fidelity, also?

Do you have any idea of where the $25,572 amount comes from?  Was there perhaps another distribution from the IRA that he needs help to remember?  Does he have a year-end statement, or quarterly statements that show all the IRA transactions?  It sort of looks like he withdrew another net $10,000 after 20% withholding, although the numbers don't quite match up.  The $10,000 is the maximum he can exclude from the 10% penalty, for the home purchase.  

Have you listened in on the phone calls to Fidelity?  (They're probably saying, "sorry, we can't help, we're in the middle of a financial crisis")  Still, sometimes clients get confused when they try to relay messages.

I would have the client call Fidelity from my office, and give them permission to speak with me.  If the first agent could not answer our questions, I would ask to speak with a supervisor.  If the supervisor was not helpful, I would ask to verify his full name and title for purposes of the FINRA complaint.