If they are not fit for purpose perhaps it’s time to rock the boat.
It is a shame some folk are finding talking not their preferred method of communication, I get it, I prefer email. BUT not fit for purpose? I suspect you might find 700,000 people disagreeing with you. @Rich44 have you got any further?
I am 100% happy with my motability car, the way it works and yes it can be a long call if I need to speak with them but I will take that in return for the amazing car I have for a monthly cost which is way lower than any other choice. So for me thank you Motability and long may it last