Make a formal complaint to Motability. The customer is being told to sign a false declaration for a start which is a disgrace.
I’ve had similar with hire cars not a credit agreement but arguing with getting one at all due to national shortages of autos etc and every other excuse under the sun.
Once someone higher up at Motability was aware they were much better and dealt with it. I’d be telling them if this is the way I’m going to be treated I’ll leave the scheme immediately even if it’s an empty threat.
Motabilitys’s trouble is no competition in general even tho this isn’t their fault as such.
Also totally unacceptable hold times there are many disabled customers who can’t be on the phone that length of time too.
Good luck