ETrade wont transfer mine to Schwab and they wont

ETrade wont transfer mine to Schwab and they wont explajn why. They say for me to transfer I first have to sell the shares and then repurchase them with Schwab. I dont think they actually own the shares. I never saw the purchase transaction the day I purchased them 3 years ago on any transaction logs so they dont have anything to transfer.
I heard that some broker houses will log the purchase price as they did complete the request but will hold the money thinking the stock will drop and they can keep the money when the stock is sold for less.