When you want to examine things that are very massive, you use the equations of general relativity.
When you want to examine things that are very small, you use the equations of quantum mechanics.
When you want to examine things that are very massive AND very small (black holes, the state of the early universe) you have to use both.
But when you try you get nonsensical answers like “infinity” which indicate something has broken down.
So the reason why we can’t figure out what happened shortly after, at, or before, the Big Bang is because the tools we use to “figure” those things out break down. They don’t produce sensible answers.
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