Motability are terrible for alternate communication I had a pong argument with them about applying for a grant without calling. It wasn’t until I said its like you’re using voice analysis software and tghats why you’re forcing us to use the phone that they backed down.
The general phone staff seem pretty uneducated when I’ve dealt with them they generally had the well that’s tough attitude.
I had them try to rake hire car away and leave me with nothing as the Enyaq was taking so long. When I asked for help they said no tough. When I went to the ceo they immediately sorted it and promised we’ll keep you in a far until yours arrives.
You have to be prepared to go to the top and fight your corner but it’s not good enough imho