1099-R

Hello, my wife received a 1099-R for 2019 and box 2a is 0.00 and the box 7 is code G for a direct rollover.  Box 4 is also 0.00 for fed withholding.  However, it is still showing as income and our federal refund significantly decreased.  Why is this?  Do I need to contact her former retirement company?  Please help.  Thank you.