I’m with Badwolfe on this. There is a glitch which with 100s of thousands of cars and connected to service, rescue etc so it’s not surprising there are hiccups.
Yes, there is a wait because others are ringing but I’m sure you’re not the only online contact and it’s probably in a queue.
Calls are normally treated with more urgency than mail and are recorded so just ring and sort it out without getting too stressed.