I’ve never call them by phone in the 15 years I’ve been with them and have always used the “Online contact form” and they use to return an answer normally by next day. I’ve noted the past couple of years though that on first contact I get no reply at all and after putting the question forward again a few days later gets a reply the next day.
Think its just the sign of the times these days if a computer can’t answer your question then tuff luck. If you think Motability is bad try contacting Amazon or British Gas when something goes wrong as I’ve spoken to their robots for 10 minutes before realising it was a computer I’d been talking to, these things are really getting better at pulling the wool.
Putting computer bots aside I think talking to humans is nearly as bad as the bots as a lot of them working from home get angry because you’ve called and interrupted their Netflix movie. ?