How do I complete the1099-R section after withdrawing principal from Roth IRA I’ve had for 24 years. The contributions have already been taxed!

I keep getting transferred (or getting bad information) when I call the bank. THEY have the information that shows that I’ve had it for 24 years, and the distribution was all principal.  So why not put that on the 1099-R? Everything I’ve read has said that you can withdraw principal penalty free— regardless of age. Help! Thanks!