With the “I was told to” advice that does indeed work as I had problems on my last change over for some reasons unknown to me to this day.
Ring Motability and tell them your going to ring the DVLA and give permission to them to see your driving data. Can’t remember how long that permission last now but I think it was a few days then the permission window closes.
I was told back then that DVLA has a department that deals with just Motability so they should know the ins and out’s of we Motability customers problems.
On my next change over in October I reach the age of 70 and have to renew my license so hope I have no problems this time around but I did read the other day apart from the Covid 19 excuses at DVLA there also some of them taking industrial strike action at the moment.